HR/Payroll Shared Service Specialist

Rutgers University; Edison (NJ); On-site; USD 52,000 - 80,000; Full time

Job summary

Rutgers University is seeking an HR/Payroll Shared Service Specialist to join their OneSource Faculty and Staff Service Center. This full-time position involves providing customer-focused HR and Payroll services, ensuring high levels of customer satisfaction and operational efficiency. The role requires strong communication skills, problem-solving abilities, and experience in customer service. Candidates should possess a Bachelor's degree and be adept at navigating case management systems.

Benefits

Comprehensive benefit program

Qualifications

• Bachelor's degree or equivalent experience required.
• 3-4 years of experience in a customer service role preferred.

Responsibilities

• Serve as the first point of contact for HR/Payroll inquiries.
• Ensure timely resolution of cases and follow through to completion.
• Provide feedback for ongoing process improvement.

Skills

Customer service

Issue resolution

Communication

Problem solving

Education

Bachelor's degree

Tools

Case management system

Job description

Position Details

Position Information

Recruitment/Posting Title

HR/Payroll Shared Service Specialist

Job Category

Staff & Executive - Human Resources

Department

UHR- OneSource Service Center

Overview

Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses. For two consecutive years, Rutgers is ranked on Forbes' list of America's Best Large Employers.

Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication's 2023 list. Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities. University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.

Posting Summary

Rutgers, The State University of New Jersey, is seeking a HR/Payroll Shared Service Specialist for the OneSource Faculty and Staff Service Center(OneSource). This position is a key position within the Operations team of OneSource, a customer focused service organization that provides HR and Payroll services to employees across the university. The HR/Payroll Shared Service Specialist serves as the first point of contact for customers contacting the OneSource and is responsible for working with OneSource staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The primary goal of the Customer Service Representative is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across OneSource operations.

Among the key duties of this position are the following:

• Leverages an innovative case management system for tracking requests and may transfer or escalate cases to other OneSource parties or RU entities for efficient issue resolution.
• Conducts intake for all HR/Payroll related inquiries and escalates to appropriate parties, as necessary.
• Ensures timely resolution of cases and follows through cases to completion to provide best customer experience.
• Tracks and monitors cases to identify root cause of issues.
• Documents inquiry resolution and escalation in case management system.
• Leverages knowledge-base to provide consistent customer service.
• Provides feedback for ongoing process improvement; identifies trends and knowledge base needs and provides insight to increase operational efficiencies.
• Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
• Identifies and communicates leading practices and innovative approaches and tools for service delivery into FSRC operations.
  
  

Position Status

Full Time

Hours Per Week

Daily Work Shift

Work Arrangement

FLSA

Nonexempt

Grade

03

Position Salary

Annual Minimum Salary

52200.00

Annual Mid Range Salary

66071.00

Annual Maximum Salary

79941.00

Standard Hours

37.50

Union Description

Administrators Confidential

Payroll Designation

PeopleSoft

Benefits

Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.

Seniority Unit

Terms of Appointment

Staff - 12 month

Position Pension Eligibility

ABP

Qualifications

Minimum Education and Experience

• Bachelor's degree or an equivalent combination of education and/or experience.
  
  

Certifications/Licenses

Required Knowledge, Skills, And Abilities

• Customer service and issue resolution.
• Consistent call/service center operations.
• Case management system operations.
• Basic knowledge of general HR/Payroll practices, policies and procedures.
• Excellent customer service and communication skills.
• Excellent phone etiquette
• Ability to effectively address challenging situations related to customer issues/complaints.
• High energy and focus.
• Excellent interpersonal skills.
• Ability to apply sound judgment and discretion with sensitive information.
• Ability to operate successfully and multitask in a fast-paced environment.
• Problem solving and issue resolution across a broad scope of HR and Payroll topics.
• Ability to navigate and leverage knowledge and case management technology.
  
  

Preferred Qualifications

• Bachelor's degree in a related field from an accredited college or university.
• 3-4 years of experience in a customer service role in a call or shared services center
  
  

Equipment Utilized

Physical Demands and Work Environment

Special Conditions

• Multiple Vacancies.
  
  

Posting Details

Posting Number

25ST0732

Posting Open Date

04/07/2025

Special Instructions to Applicants

Regional Campus

Rutgers University-New Brunswick

Home Location Campus

Cook (RU-New Brunswick)

City

New Brunswick

State

NJ

Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

Required

Preferred

Job Industries

• Other