HR Shared Services Specialist

Republic Airways • Indianapolis, IN

1d

About The Position

The HR Shared Services Specialist provides first-line HR support to associates on requests involving HR policy, payroll, benefits eligibility and enrollment, leave administration, HRIS systems, and other matters across the employment lifecycle. The Republic Airways HR Shared Services Center is a customer service organization supporting HR, Benefits, Payroll, Travel, and Expense Reimbursement. Success in this role depends on using the customer service process and knowledge base to provide an outstanding customer experience and advocating for customers to improve their experience at Republic Airways.

The specialist responds to and researches customer requests, troubleshoots issues, documents cases, coordinates with other units to resolve inquiries, and escalates matters as appropriate. The role also supports new-hire orientation, badging, audits, Workday self-service resources, travel support, and crew expense report approvals. Other duties may be assigned.

Requirements

• High school diploma.
• Three years of customer experience or university experience.
• Proficiency with Microsoft Office applications, especially Excel, PowerPoint, and Outlook.
• Comprehensive knowledge of Shared Services functions, processes, and procedures.
• Ability to work effectively with employees at all levels of the organization while representing Shared Services and Republic Airways core values.
• Strong analytical, problem-solving, judgment, and conflict-resolution skills.
• Experience handling sensitive matters with tact and diplomacy.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Analyze requests and provide face-to-face customer service; respond to inquiries and service requests by phone, email, or chat through the case management system.
• Serve as a subject matter expert in HR, Benefits, Payroll, Crew Expense, Travel, or another function supported by Shared Services.
• Research, troubleshoot, and help resolve requests from a variety of constituents in a timely and efficient manner.
• Liaise with other units to ensure case resolution and proactively review cases to meet Service Level Agreements without creating a backlog.
• Assist the HR Shared Services Senior with escalated customer inquiries and support other HR Shared Services Specialists with questions.
• Log case notes in the case management system for each customer inquiry or request.
• Escalate issues to customer service leaders or Centers of Excellence, redirect out-of-scope inquiries where appropriate, and provide detailed information on issues escalated to other business units.
• Apply policies, procedures, and guidelines appropriately, set an example for communication, work ethic, and judgment, and uphold Republic Airways values.
• Partner as a subject matter expert to improve knowledge articles.
• Collaborate with the supervisor to meet or exceed contact center metrics.
• Assist with and manage day-to-day duties related to the badging process.
• Prepare and facilitate New Hire Orientation for pilots, flight attendants, maintenance, corporate, and LIFT workgroups.
• Conduct audits for Benefits enrollment, onboarding vetting, and HRIS data integrity.
• Review and consistently update Workday support job aids and knowledge articles for associate self-service needs.
• Rotate in the weekly on-call travel shift to support after-hours Company Business (COBUS) needs.
• Approve crew expense reports and work with Inflight and Flight Ops leadership to resolve disputes.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED