Team Member Services Coordinator

Job Description:

POSITION SUMMARY: 

The Team Member Services Coordinator serves as a primary resource for Portillo's team members and leaders, providing accurate, compliant, and timely support for questions related to employment, benefits, time off, compensation, pay stubs, and team member records.  This role also supports corporate onboarding, I-9/E-Verify processing, background check administration, HRIS data integrity, legal and compliance requests, and offboarding activities.

This position is based at Portillo’s Restaurant Support Center in Oak Brook, Illinois.  On-site presence is required Monday through Thursday, with the flexibility to work remotely on Fridays.

CORE RESPONSIBILITIES:

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Family: Work together to make everyone feel at home, and we step up when someone needs help

Greatness: We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

Energy: We move with urgency and passion, while maintaining attention to detail

Fun: We entertain our guests, we connect authentically, and we make each other smile

Team Member Support

• Respond to Human Resources help desk/ticket inquiries within established SLAs, providing accurate guidance or escalating as appropriate
• Document team member inquiries and resolutions in the ticketing system and use trends to identify recurring issues, update FAQs and knowledge articles, and recommend process improvements
• Serve as a point of contact for team members and managers on HR processes and policies

Onboarding & Employment Verification

• Manage end-to-end onboarding for corporate team members, ensuring a smooth and compliant new hire experience
• Facilitate orientation and corporate onboarding for new corporate hires and ensure they have the information, tools, and resources they need to be successful from day one
• Own the I-9 process in full, including timely completion, verification, remediation of errors or discrepancies, and re-verification process
• Monitor I-9 completion deadlines and maintain I-9 records in accordance with federal retention and storage requirements
• Manage the E-Verify process and vendor relationship including timely case creation and resolution of tentative non-confirmations in accordance with E-Verify program requirements
• Support employment eligibility and compliance processes
• Own the background check process, including initiating background checks, reviewing results, and escalating adjudication needs per policy

HRIS & Data Management

• Perform regular system audits to ensure data accuracy and integrity across Workday and related HR systems and resolve discrepancies
• Process and/or correct team member data changes and updates (personal information, job/position changes, org assignments, transfers, etc.) as needed
• Handle sensitive team member information with appropriate confidentiality, discretion, and professional judgement
• Run standard Workday reports and maintain current standard operating procedures (SOPs) for Team Member Services processes

Compliance & Reporting

• Prepare and submit the California BLS (Bureau of Labor Statistics) quarterly report accurately and on time
• Fulfill legal team data requests (e.g., employment verifications, litigation holds, records requests) with accuracy, confidentiality, and discretion
• Maintain compliant paper/physical file management practices, including proper storage, retention, and secure handling of employee records
• Support data requests by gathering and organizing required documentation as needed
• Stay current on federal, state, and local requirements affecting team member records and I-9s

Offboarding & Team Member Feedback

• Administers the exit survey distribution process
• Process removal of system access for terminations when requested
• Other duties as assigned

ORGANIZATION RELATIONSHIPS:

This position reports to the Director, Total Rewards & Team Member Services and works closely with team members, field leaders, senior leaders, Restaurant Support Center departments and Portillo’s Food Service.  Key partners include Payroll, Benefits, Legal, IT, and People Business Partners.

REQUIRED QUALIFICATIONS:

Minimum Educational Level/Certifications

• High School diploma or GED

Minimum Work Experience, Qualifications, Knowledge, Skills, Abilities

• 1 – 2 years of Human Resources experience
• Experience working in Workday strongly preferred
• Proficiency in Microsoft Word, Excel (sorting, filtering, and basic formulas), and Outlook
• Exceptional organization and follow-through skills
• Strong attention to detail and accuracy in data entry and recordkeeping
• Demonstrated ability to handle confidential and sensitive information with discretion

• Flexibility and ability to work in a fast-paced environment, meet deadlines, and juggle multiple projects at once
• Strong written and verbal communication skills with the ability to explain HR policies and processes clearly to team members at every level
• Must be able to effectively adapt to changing and new priorities
• Must be able to manage a high volume of inquiries and emails efficiently and effectively

Travel Requirement

• Occasional local travel may be required (less than 5%)

Hot dog! The pay range for this role is $24- $27 per hour. Your actual compensation will depend on experience, location, and/or additional skills you bring to the table.  

This position is also served with: 

• Participation in a discretionary bonus program based on company and individual performance, among other ingredients 
• A monthly technology reimbursement 
• Quarterly Portillo’s gift cards 
• A bun-believable benefits package that includes medical, dental, and vision insurance along with paid time off, life insurance, and our 401(k) plan with a company match 
• Learn more about our benefits here 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.