Human Resources Shared Services Specialist - FT - Days - MSS

As a member of the HR Shared Services team, the HR Shared Service Specialist will serve as the first point of contact and deliver front line support to the MHS Human Resources team as well as to employees and leaders throughout the organization. The HR Shared Services Specialist will respond to employee inquiries and leadership requests, by identifying solutions and escalate as needed. Additionally, this role will contribute to the development of long term development of key HR processes during the life cycle phases of new hire through termination processes. This position requires good judgement and initiative and is accountable for the quality and productivity of requests.

Responsibilities

Manages incoming calls and ensure first call resolution for basic and complex inquiries; De-escalate high tension situations while reassuring callers they will receive assistance with the utmost care and attention; Troubleshoots and resolves issues and makes recommendations for process improvements; Manages and processes HR transactions, including onboarding, transfers, terminations, job and personal data changes, employee verifications and other core HR functional and operational responsibilities; Utilizes case management system tools to respond to written and oral inquiries from employees, leaders, regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures; Responds to questions on human resources policies and procedures, directing employees to self-service options as appropriate; Enters and Maintains data in the HR files or HR system to ensure compliance with federal, state and regulatory standards; Troubleshoots and resolves issues, and recommends changes for process improvement

Requirements

High School Diploma or Equivalent; Minimum one (1) year experience in Human Resources, or Front Line Call Center/ Customer Service/Shared Services role; Strong customer services orientation; Ability to navigate complex conversations, determine needs and provide solutions satisfactorily; Ability to exercise effective judgement and sensitivity to callers and potentially difficult situations; Extremely organized and detail oriented with ability to shift priorities as needed; Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner; Ability to handle multiple projects simultaneously in a fast paced organization; Independent problem solver or knowledge when to appropriately escalate; Competencies: Accountability, Accuracy - HR, Customer Service, Develops Relationships, Effective Communication, Organization Skills, Problem Solving, Responding to Change, Standards of Behavior

Nice to have

Associates degree preferred