Human Resources Shared Services Benefit Specialist

Memorial Healthcare

2d • Onsite

About The Position

The HR Shared Services Tier 2 Specialist is responsible for analyzing and answering escalated and complex HR related inquiries. This role is responsible for ensuring effective execution of HR transactions to support both employees and HR professionals. The Tier 2 Specialist will carry out complex HR processes such as Benefits, FMLA reporting, and other escalated queries from Tier 1 (first line employee support) as well as a liaison to resolution of inquiries with local HRBPs, HRIS, COEs.

Requirements

• High School Diploma or Equivalent (Required)
• Two (2) years’ experience in Customer Service and/or Human Resources /Benefits/or a Shared Services role.
• Strong customer service orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily.
• Strong customer service skills.
• Strong organizational skills for tracking and documenting.
• Attention to detail.
• Ability to work both independently and in teams.
• Ability to exercise effective judgement, and sensitivity to callers and potentially difficult situations.
• Must be extremely organized and detail oriented with the ability to shift priorities as needed.
• Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner.
• Ability to handle multiple projects simultaneously in a fast paced organization.
• Independent problem solver or knowledge as to when to appropriately escalate.

Nice To Haves

• Associates Degree preferred.

Responsibilities

• Educates employees of HR Shared Services in order to build a knowledge base to assist with first call resolution at Tier 1.
• Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Responds and resolves escalated cases in more complex HR scenarios. Uses systems to document and escalate as needed following appropriate process.
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Diagnoses problems and leads correction through communication and documentation.
• Responsible for maintaining all compliance requirements of dedicated HR Shared Service processes.
• Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
• Troubleshoots and resolves issues, and recommends changes for process improvement.
• Ensures efficient and accurate resolution of cases within a Shared Service team.

What This Job Offers

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