Human Resources Shared Services Benefit Specialist F/T-Days-MSS

Memorial Healthcare

About The Position

The HR Shared Services Tier 2 Specialist analyzes and answers escalated and complex human resources inquiries and ensures effective execution of HR transactions supporting employees and HR professionals. The role carries out complex HR processes, including benefits and FMLA reporting, and addresses escalated queries from Tier 1 employee support. It also serves as a liaison to resolve inquiries with local HR business partners, HRIS, and Centers of Excellence. The position requires strong customer service, organizational, documentation, and problem-solving skills. The specialist must handle complex conversations sensitively, work independently and as part of a team, prioritize changing requests, manage multiple issues in a fast-paced environment, and know when to escalate concerns. Work is primarily office-based and involves substantial computer use.

Requirements

High school diploma or equivalent.
At least two years of experience in customer service, human resources, benefits, or a Shared Services role.
Strong customer service skills and the ability to navigate complex conversations, determine needs, and provide satisfactory solutions.
Strong organizational skills for tracking and documenting work, with close attention to detail.
Ability to work independently and in teams.
Effective judgment and sensitivity when handling callers and potentially difficult situations.
Ability to shift priorities, handle multiple projects simultaneously in a fast-paced organization, and solve problems independently or escalate appropriately.
Ability to handle stressful issues and interact courteously and professionally with all levels of the organization.

Nice To Haves

Associate degree.

Responsibilities

Diagnose problems and lead their correction through communication and documentation.
Ensure efficient and accurate case resolution within the Shared Services team.
Contribute to delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction and achieve results.
Troubleshoot and resolve issues, and recommend process improvements.
Respond to and resolve escalated cases involving complex HR scenarios.
Use systems to document and escalate cases according to established processes.
Serve as a liaison and escalation point for local HR, Centers of Excellence, and other key stakeholders.
Research and resolve problems in a timely manner while managing multiple issues and prioritizing urgent requests.
Maintain compliance requirements for assigned HR Shared Services processes.
Educate HR Shared Services employees to build knowledge and support first-call resolution at Tier 1.