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…