HR Solution Center Representative, Tier 2

UMass Memorial Health • Worcester, MA

7d • Onsite

About The Position

The Tier Two HR Solution Center Representative is responsible for providing resolution to inquiries escalated by the Tier One Representative, and for performing bulk and cyclical administrative tasks and transactional audits related to a specific COE (e.g., Benefits, Talent Mgmt., etc.). At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Requirements

• High school diploma or equivalent.
• Working knowledge of based on HR area of expertise for case management resolution including compensation, benefits, employee relations, performance management, etc.
• High degree of integrity and ability to maintain strict confidentiality.
• Ability to multitask and work under pressure while maintaining a professional attitude.
• Ability to adapt quickly to change with new processes and procedures.
• Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.
• Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary.
• Strong expertise with systems reporting, business process management, data entry, Data auditing & analysis.

Nice To Haves

• Working knowledge of state and federal employment laws.
• Functional knowledge of Workday.

Responsibilities

• Provides excellent customer service and demonstrate outstanding problem-solving skills for escalated Shared Services cases from Tier 1.
• Demonstrates outstanding problem-solving skills to resolve inquiries, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
• Performs transactional HR administrative activities to ensure data accuracy within the HR systems. Such as: Data audit transactions, Roles Based Permission management, Workforce data changes (position management), Reduction in Force processing, Support for LMS, Performance review, Talent Development and Compensation processes, Benefits open enrollment changes.
• Maintains in-depth knowledge of company-specific policies and practices in the functional area of expertise and high-level knowledge of cross-functional impacts.
• Processes HR system tasks and provide system information and guidance to associates.
• Provides HR Business Operational Support to HR Business Partners and Recruiters.
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.
• Seeks out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.
• Educates employees of HR Shared Services to build a knowledge base to assist with first call resolution at Tier 1. Ensures Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.
• All other duties as assigned.

Benefits

• signing bonus available

What This Job Offers

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