Senior HR Shared Services Coordinator - Tier 1

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Tier 1 HR Shared Services associates are responsible for resolving and triaging inquiries from associates and managers. This role will be expected to leverage multiple systems to troubleshoot associates questions as well as educate them on processes and procedures in the HR Space. The Sr. Coordinator is required to have in general knowledge of HR policies and programs to provide timely responses and to effectively triage for escalation and complex situation handling.

The Sr, Coordinator is responsible for delivering consistent and effective customer service to all inquiries. This role reports to the Manager, HR Shared Services and does not have any supervisory or budget responsibilities.

The HR Shared Services associate is a part of the HR Resource Center and is responsible for responding to and supporting the resolution of inquiries from managers and associates regarding a wide variety of HR issues.

• Identifies opportunities and solutions for process improvement and standard work development
• Consistently and effectively documents interactions in the task management platform
• Demonstrates customer service protocols and empathy for the personal circumstances of associates.
• Serves as an HR Shared Services team member, committed to meeting team goals, quality outcomes, and performance standards.
• Identifies and reports trends or patterns that indicate potential issues.
• Administrative duties, as assigned

• Acts as the first point of contact for HR Questions for all employed associates, including but not limited to: benefits, compensation, HR policies, etc.
• Uses general knowledge of multiple HR policies, practices and programs, to support and respond to routine associate inquires.
• Resolves a wide variety of HR issues, concerns, and inquiries through phone or email
• Follows call scripts and instructions/requirements for engaging with associates
• Recommends appropriate resources for inquiries
• Completes intake and triages escalations/complex issues to the appropriate Tier 2 Partner
• Coaches associates and leaders where future requests can be completed with self-service functionality

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

High School or GED (Required)

• Bachelor’s Degree, Preferred (no minimum experience required with degree)
• Field of Study: HR or related field preferred.
• 1 to 3 years of HR or customer service experience required.

• Working knowledge of Employee Retirement Income security Act (ERISA), Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), and other laws and regulations related to employee benefits, compensation, and employment issues is required.
• Strong organizational and time management skills, while maintaining a high level of detail
• Ability to provide exceptional customer service
• Strong relationship building skills that demonstrate the ability to be social, engaging, personable, friendly, curious, and inquisitive.
• Strong oral and written communication skills.
• Ability to maintain confidentiality

The HR Shared Services associate is a part of the HR Resource Center and is responsible for responding to and supporting the resolution of inquiries from managers and associates regarding a wide variety of HR issues.

• Identifies opportunities and solutions for process improvement and standard…