Specialist - Human Resources Shared Services - Tier 2

Memorial Healthcare

About The Position

The HR Shared Services Tier 2 Specialist analyzes and answers escalated and complex HR-related inquiries and ensures effective execution of HR transactions for employees and HR professionals. The role handles complex HR processes, including Benefits and FMLA reporting, and escalated queries from Tier 1 employee support. It also serves as a liaison to resolve inquiries with local HR business partners, HRIS, and Centers of Excellence. The position requires strong customer-service and organizational skills, attention to detail, sound judgment, and the ability to navigate complex or stressful conversations. The specialist works independently and as part of a team, handles multiple issues and projects in a fast-paced organization, and shifts priorities as needed. The role is primarily for office workers and is not eligible for shift differential.

Requirements

High school diploma or equivalent.
Two years of experience in customer service, Human Resources, Benefits, or a Shared Services role.
Strong customer-service orientation and the ability to navigate complex conversations, determine needs, and provide satisfactory solutions.
Strong organizational skills for tracking and documenting, with attention to detail.
Ability to work independently and in teams.
Ability to exercise effective judgment and sensitivity when dealing with callers and potentially difficult situations.
Ability to shift priorities and handle multiple projects simultaneously in a fast-paced organization.
Ability to solve problems independently or recognize when to escalate appropriately.
Ability to handle stressful issues and interact courteously and professionally with all levels of the organization.

Nice To Haves

Associate degree.

Responsibilities

Act as a liaison and escalation point with local HR, Centers of Excellence, and other key stakeholders.
Troubleshoot and resolve issues and recommend process improvements.
Ensure efficient and accurate resolution of cases within the Shared Services team.
Educate HR Shared Services employees to build a knowledge base and support first-call resolution at Tier 1.
Research and resolve problems in a timely manner while managing multiple issues and prioritizing urgent requests.
Respond to and resolve escalated cases involving complex HR scenarios.
Use systems to document and escalate cases according to the appropriate process.
Contribute to delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction and achieve results.
Diagnose problems and lead their correction through communication and documentation.
Maintain compliance requirements for dedicated HR Shared Services processes.