Temp HR4U Guide

As an HR4U Guide, you will deliver a seamless customer experience to Regeneron’s employees and the broader HR community across inquiries related to HR programs and services, policies, processes, and procedures. You’ll serve as a front-line HR support representative, meeting defined service levels and performance goals while ensuring every case is accurately captured and closed in the Case Management system.

A Typical Day:

• Receive and triage inbound inquiries via phone, web-form, and chat; clarify needs, resolve where possible, and escalate to Tier 2 when appropriate.

• Investigate non‑routine inquiries, determine resolution paths, and route to the correct teams to ensure timely closure.

• Complete transactional activities, including EDM uploads, employee file requests, wellbeing reimbursements, parents leave processing, employment verifications, and Get Connected Notification List updates.

• Document each case comprehensively in the Case Management system, ensuring accurate categorization, notes, and resolution details.

• Uphold HR4U Service Center policies, procedures, work instructions, and SOPs while maintaining high customer satisfaction and adherence to SLAs.

• Act as an SME for OPEX projects requiring HR4U Guide input; provide employee‑centric feedback on portal layout, processes, and knowledge content.

• Identify gaps or unclear content using the “Missing Information Tracker” and join weekly meetings with the Knowledge team to prioritize updates.

• Surface opportunities to streamline daily processes and assist with implementing improvements (projects, demands, and content enhancements).

• Attend weekly meetings and complete assigned weekly training.

• Perform other tasks as assigned to support the broader HR4U operation.

This Role Might Be for You, If You;

• Excel at customer service and communicate clearly across phone, chat, and written channels.

• Demonstrate strong problem‑solving and root‑cause analysis skills for complex or non‑routine issues.

• Are proficient with HR case management systems and diligent with documentation and follow‑through.

• Understand HR programs, policies, and procedures or can quickly learn and apply them.

• Prioritize effectively, meet deadlines and SLAs, and thrive in a fast‑paced environment.

• Collaborate well with HR partners, COEs, HRBPs, Payroll, IT, and cross‑functional stakeholders.

• Maintain confidentiality and handle sensitive data with care and professionalism.

• Bring a continuous‑improvement mindset and a willingness to enhance processes and knowledge content.

To Be Considered:

Experience supporting employee inquiries in an HR shared services or service center environment (or similar customer support setting).

Familiarity with HR case management and knowledge systems; comfort working across phone, chat, and ticketing channels.

Does this sound like you? Apply now to take your first step towards living the Regeneron Way! We have an inclusive culture that provides comprehensive benefits, which vary by location.  In the U.S., benefits may include health and wellness programs (including medical, dental, vision, life, and disability insurance), fitness centers, 401(k) company match, family support benefits, equity awards, annual bonuses, paid time off, and paid leaves (e.g., military and parental leave) for eligible employees at all levels! For additional information about Regeneron benefits in the US, please visit https://careers.regeneron.com/en/working-at-regeneron/total-rewards/.  For other countries’ specific benefits, please speak to your recruiter.
Please be advised that at Regeneron, we believe we are most successful and work best when we are together.  For that reason, many of Regeneron’s roles are required to be performed on-site. Please speak with your recruiter and hiring manager for more information about Regeneron’s on-site policy and expectations for your role and your location.
 

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or parental status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. The Company will also provide reasonable accommodation to the known disabilities or chronic illnesses of an otherwise qualified applicant for employment, unless the accommodation would impose undue hardship on the operation of the Company's business.

For roles in which the hired candidate will be working in the U.S., the salary ranges provided are shown in accordance with U.S. law and apply to U.S.-based positions.  For roles which will be based in Japan and/or Canada, the salary ranges are shown in accordance with the applicable local law and currency. If you are outside the U.S, Japan or Canada, please speak with your recruiter about salaries and benefits in your location.

Please note that certain background checks will form part of the recruitment process.  Background checks will be conducted in accordance with the law of the country where the position is based, including the type of background checks conducted. The purpose of carrying out such checks is for Regeneron to verify certain information regarding a candidate prior to the commencement of employment such as identity, right to work, educational qualifications etc.