NASS HR Connect Representative

The Mosaic Company•Tampa, FL

4d•Hybrid

About The Position

The EBS HR Operations Representative will act as a second-level resource within HR Connect, providing advanced customer service support to employees by addressing their inquiries and questions. The role focuses on resolving complex HR transactions, analyzing problems to identify root causes, and enhancing overall system functionality. The representative provides information on company policies, procedures, and programs, processes various system changes, and updates HR systems. The role ensures efficient and compliant service delivery in line with Mosaic policies, state/provincial laws, and federal regulations is essential.

Requirements

High School diploma or equivalent
Microsoft Office Suite experience required
Excellent telephone communication skills
Ability to build strong relationships and collaborate with employees at all levels within the organization across Mosaic
5 or more years of HR/payroll administrative or supporting role experience/Customer service experience
Demonstrated problem-solving, analytical and judgement skills & ability to handle highly confidential and sensitive information
Strong customer service skills, including meeting quality standards for services

Nice To Haves

Bachelor's degree in human resources/business administration preferred

Responsibilities

Processing advanced transactions through Service Now tickets and Workday inbox items, adhering to established performance standards including quality and timeliness.
Primary support for tasks such as US and CA terminations, job and organizational changes, CA leaves, anniversary award processing, job profile updates and code assignments, DOT process management, escalated items, and related activities.
Sharing relevant information to ensure transparent knowledge transfer and enhance the overall capability of the HR functional team, while maintaining confidentiality in all transactions.
Provides secondary support for various tasks, including job bidding, onboarding requirements, tuition reimbursement, basic job changes, badging, union membership updates, unlocking timecards, and job qualification updates.
Processing and supporting HR requests such as benefit plan enrollment forms and employee separation/leaves documentation.
Providing basic support, education, and direction to people leaders as needed.
Preparing and sending all required information to the Payroll team before the closing of time and attendance.
Entering all incoming inquiries and documents in detail into the case management system to ensure a seamless transition from one representative to another.
Backup responsibilities for handling incoming calls, responding to voicemails, and converting calls and questions into tickets for closure or further vetting.
Managing incoming tickets in the HRC Queue and transferring them to the appropriate HR service for immediate processing.
Reviewing documentation and providing timely status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area teams to ensure case resolution.
Responding to questions on standard administrative procedures and practices through multiple channels (e.g., ServiceNow, email, phone).
Creating and/or updating SOPs as needed.
Educating HR customers, encouraging and assisting with self-service tools when appropriate.
Escalating non-routine matters to the appropriate individuals.
Participates in audit requests, preparing and reviewing documents, engaging in project work, and handling other ad hoc items as requested.