2023 Intern – ERC Generalist

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Challenge

The ERC Generalist team is the initial point of contact for all employee and manager (director level and below) inquiries across the Americas. This team will be responsible for providing first level Human Resources Generalist support intended to improve manager and employee success by addressing inquiries related to Employee Experience policies, procedures and programs; identifying and clarifying issues through inquiry; evaluating potential solutions; implementing selected solutions; or escalating to a functional consultant if the solution requires on-going interaction or specialized coaching. This team is able to provide

resolution for the vast majority of inquires that come through the shared services organization. The role requires a proactive approach in anticipating Employee Experience-related needs and a solutions-oriented mindset to resolving issues. This is a critical role, as it is the face to the customer and will leave the first impression on the capabilities of the Employee Experience

organization.

What You’ll Do

Act as initial point of contact for approximately 10,000 employees across the Americas (through the Director level) for all Employee Experience related questions. Areas of support include:

• Addressing questions related to Employee Experience policies, procedures and programs
• Identifying and clarifying issues through inquiry
• Evaluating potential solutions or implementing selected solutions
• Mitigate escalations as much as possible and focus on quick resolution
• Responsible for managing, tracking, closing and reporting progress on Employee Experience inquires issue resolution using the case tracking tool
• Participates on projects as assigned
• Assisting employees and managers how to utilize and optimize self-service transactions in all Employee Experience related tools
• Primary executors of voluntary exit tasks who coach and support manager with any queries (e.g. how to communicate employee departure, next steps) and address employee separation related questions
• Assist Managers with self-service reports and provide basic, one-click reports
• Provide general catalogue, eligibility, or enrollment related resolutions for learning & development inquiries
• Answer policy questions on external program qualification or reimbursement
• Responsible for collecting I-9’s and maintaining the Talx (electronic I-9) database to ensure for compliance

What You Need To Succeed

• Demonstrated problem solving skills
• Displays commitment to customer service
• Prior experience in providing client facing consultation
• Communicates effectively at all levels, including written and oral communications
• Process oriented and the ability to manage detailed work within constant deadlines/time constraints/SLA environment
• Maintains highest level of confidentiality
• Ability to work independently and be part of a team environment
• Ability to apply judgment and make decisions on escalations