HR Shared Service Assistant
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Job Description
HR Shared Service Assistant providing high touch HR services remotely for employees and HR staff. Ensuring service level agreements are met and addressing inquiries across various channels.
Responsibilities:
- Provide high touch services to employees, Human Resource staff, managers, and executives ensuring all team service level agreements are met
- Maintain strong knowledge of policies, procedures and systems to offer quick and accurate assistance to customers
- Manage work using various applications, job aids and procedures
- Research, resolve and respond to inquiries/requests that cover a multitude of topics via various input channels (Chat, Voice, Email, Case, Social Media, etc.)
- May serve as an administrative liaison with others within or outside the organization regarding issues specific to HRSS
- Provide support, development and/or leadership guidance to all volunteers
- Research, resolve, and respond to customer/vendor inquiries and requests using various applications, job aids and scripts
- Serve as liaison between HR and COE’s
- Offer a high touch client experience and maintain a high level of professionalism at all times
- Manage escalated, technical, and urgent system and reporting requests through to completion and within established workflows, SOPs, and protocol
- Ensure necessary follow-up to improve client satisfaction
- Perform pay related calculations relating to pay adjustments
- Understand and analyze paychecks to answer pay related questions
- Research, gather data and answer inquiries for employee payroll records, employment verifications, unemployment inquiries, Workman’s Compensation claims and work schedules for employees pre-HRIS
- Maintain/use legacy data and systems
- Provide support for record keeping and reporting requirements including payroll, FMLA, COBRA, workers compensation, retirement system and state disability insurance (where applicable)
- Provide end user support for HR-related systems and various other business applications
- Administer HR system processes including preparing employee data for input, completing forms/templates, executing reports, processing password resets and various updates directly into HR systems
- Analyze unit operating practices and recommend revisions to improve established procedures
Requirements:
- High School Diploma or equivalent required
- Associate’s or Bachelor’s degree in a related discipline preferred
- Minimum 3 years of related work experience or equivalent combination of education and related experience
- Workday experience preferred
- Shared Services experience (HR/Payroll) preferred
- Experience with Labor Relations/Unions preferred
- Ability to work within an 8am ET to 8pm ET time window
- Overtime, holidays, and weekend work possible
- Ability to handle extremely sensitive data with highest level of confidentiality
- Strong written/verbal (phone) communication and listening skills
- Strong customer orientation and interpersonal skills
- Ability to demonstrate technical and functional competence including proficiency in MS Office Suite, or other relevant applications
- Familiarity with CRM systems and practices
- Strong organizational and documentation skills
- Knowledge of HR/Payroll laws, regulations, concepts, and transaction processing highly desirable
- FPC, CPP, PHR certification a plus.
Benefits:
- Medical, Dental Vision plans
- Health Spending Accounts & Flexible Spending Accounts
- PTO: Starting at 15 days a year; based on FLSA status and tenure
- Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
- 401K with 6% match
- Paid Family Leave
- Employee Assistance
- Disability and Insurance: Short + Long Term
- Service Awards and recognition
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