HR Shared Services Representative

Responsibilities

• Answer incoming inquiries with on-the-spot problem solving, critical thinking, and empathy in adherence with AskHR protocol and service standards.
• May respond to inquiries through case management software, chat, etc. and make outbound calls as necessary.
• Aid team members, leaders, providers, retirees, human resources (HR) personnel, and third parties with all HR Operation requests, such as, but not limited to: timecards, payroll, benefit enrollment, HRIS navigation, verification of employment, Medicare and Public Service Loan Forgiveness (PSLF) forms, learning management system, credentialing, personnel files, etc., while maintaining confidential and sensitive information.
• Provide first-level, top notch, professional customer service to team members, leaders, providers, retirees, HR personnel and third parties in addition to self-service tools.
• Aid team members, leaders, and providers in all stages of the employee life cycle (onboarding, orientation, job changes, life events, retirement, etc.), and able to provide reference to various company policies and procedures regarding a variety of situations.
• Serve as a first contact to answer team member, leader, and provider questions about company correspondence and clarify any company communications and policies.
• Ability to pivot in a fast-paced and ever-changing environment regarding federal guidelines, company policies, compliance, processes, and current events.
• Initiate contact or makes referrals to the appropriate resource for situations that require specific attention or on behalf of other HR Centers of Excellence (CoE).
• Participate in and share expertise during team meetings and training sessions.
• Advocates and facilitates escalated inquiries with market HR or Centers of Excellence as needed.
• Assist in the expansion of self-service tools and centralization of operational HR tasks.
• Conduct routine research to resolve calls and submitted cases by clarifying company policy/practice or regulations.
• May assist with more complex research as assigned.
• Determines and addresses any unstated needs and anticipates additional considerations and questions.
• Recognizes when escalation of a situation is necessary.

Qualifications

• Education: Associates degree in HR, business, or technology (or applicable work experience) required.
• Bachelors degree in HR, business, or technology (or applicable work experience) preferred.
• Experience: Two years in customer service, HR or IT experience preferred.
• Licenses/Certifications: None