Human Resources Specialist II

About the Role

The HR Service Center Specialist is a team member of the UM System HR Service Center, a shared-service team of 6.5 FTE professionals skilled in multiple HR disciplines. This role provides customer service on policies and procedures, supports self-service issues, and processes administrative responsibilities related to recruiting, benefits, retirement, compensation, training, records management, and payroll, with an emphasis on benefits and retirement.

The team serves six business units (four universities, MU health care, and UM system), including potential job candidates, 20,000 benefit-eligible employees, and 30,000 retirees. Service is delivered through phone, in-person, video conference, and email, totaling over 38,000 calls, 3,500 walk-ins, and 20,000 emails annually.

Responsibilities

• 60% Benefits and Retirement Customer Service:
  • Provide customer service regarding benefit and retirement plan offerings, eligibility, deadlines, and processes.
  • Offer tier-one support for routine and non-routine inquiries, including:
    • Summary Plan Documents (SPDs), coverage, and eligibility (Custom Network, PPO, HSAs, Retiree Health Plans, COBRA, Medicare).
    • Accidental Death and Dismemberment, Dental, Vision, Flexible Benefits, Life Insurance, Long-Term Disability.
    • University-sponsored Retirement Plans (defined benefit and defined contribution) and Voluntary Retirement Plans.
  • Engage in professional, collegial, and inclusive dialogue to create timely solutions; escalate complex issues to supervisors or subject matter experts.
  • Respond to inquiries promptly and maintain documentation/service tickets for accurate issue tracking.
  • Use good judgment, excellent communication, computer skills, and independent learning to provide sound advice while adhering to HIPAA and University policies.
• 30% Human Resource Policies and Programs:
  • Provide tier-one support for routine and non-routine inquiries, including:
    • Paycheck questions (withholdings, garnishments, W2s, pre/post-tax deductions, vacation payout).
    • Educational Assistance and Tuition Reduction.
    • Training and Development programs (compliance and regulatory training).
    • Absence and leave benefits (vacation, sick, personal days, winter break, FMLA, personal leave).
  • Escalate complex issues to supervisors or other HR leaders as needed.
• 10% Administrative Processing:
  • Support accurate and timely administrative processing, including:
    • Benefit enrollment and changes (new dependents, deceased members, beneficiary designations).
    • Proof of relationship documents, HSA/FSA forms, personal data forms, life insurance forms.
    • Educational Assistance and Tuition Reduction forms.
    • Paycheck withholdings and federally required forms (W-4, 1099-R, 1095-C).
    • Employment and income verification letters.
    • Imaging of confidential personnel documentation.
  • Maintain up-to-date knowledge of University HR policies and practices.
• Perform additional duties as needed to support the mission of the University of Missouri.

Qualifications

Minimum Qualifications

• An associate's degree or equivalent combination of education and experience.
• At least 1 year of experience from which comparable knowledge and skills can be acquired.

Preferred Qualifications

• Associate’s degree and 3 years of human resources office experience, demonstrating knowledge of basic employment laws, exceptional customer service, and organizational skills.
• Experience in a call center or equivalent environment.
• Exceptional verbal and written communication skills for diverse customers.
• Strong problem-solving, attention to detail, and ability to follow through independently.
• Willingness to exceed customer service expectations.
• Professional conduct in stressful situations.
• Familiarity with university systems and human resources policies or equivalent.

Schedule

Monday – Friday, 7:30 AM – 4:30 PM.

Pay

Salary Range: $19.25 - $21.55 per hour.

Benefits

This position is eligible for University benefits, including:

• Medical, dental, and vision plans.
• Retirement plans.
• Paid time off, short- and long-term disability, paid parental leave, and paid caregiver leave.
• Educational fee discounts for all four UM System campuses.

For additional information, visit the Faculty & Staff Benefits website.