Representative, HR Service Delivery (Remote)

North American Partners in Anesthesia•Saint Paul, MN

9d•$21 - $29•Remote

About The Position

Our NAPA Direct T1 Service Desk Representatives Service Delivery Specialists deliver high quality, personalized customer service in a team-based HR Shared Services environment focusing on providing accurate handling of all incoming HR, payroll, benefits and expense related inquires. Our customers include; active and terminated employees, managers and leaders, and Center of Excellence (COE) teams for HR and Finance.

Requirements

Associates Degree, Bachelor's Degree Preferred
1 Year Experience in HR Shared Service environment
Knowledge of HR, Payroll, Benefits concepts and terminology
Strong ability to grasp information quickly and probe effectively when required
Effective research, problem-solving and follow-through skills
Excellent organizational skills and the ability to prioritize requests and duties
Excellent interpersonal skills with a high degree of tact and diplomacy to diverse audiences
Demonstrate strong customer service orientation
Confident phone presence
Strong attention to detail
Ability to remain positive under pressure
High integrity, sound judgment and discretion regarding the handling of confidential information
Flexibility to handle changing work demands

Nice To Haves

Workday (HCM) and ServiceNow (Case management) knowledge/experience strongly preferred

Responsibilities

Provide outstanding customer experience in response to phone and online inquiries
Triage all case inquiries
Escalate more complex issues to Tier 2 or the appropriate COE as required
Resolve inquiries by accessing information in Workday, HR SharePoint, Conga contract management system, and NAPA Direct portal
Respond to phone or online help requests on navigating the HR Portal and other HR related systems
Complete Verifications of employment requests, as applicable
Partner with Payroll and other COEs, as appropriate to resolve issues
Assist in explaining policies and providing guidance on various HR, payroll, finance, and Workday processes.
Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)
Review employee relocation expense reimbursement & coordinate payment with payroll
Process employee referral payments in Workday
Support employees through the Leave of Absence (LOA) process
Lead the repayment process between NAPA and employees; producing letters, communicating payments received and coordinating with collection agency