HR Shared Services Specialist – Complex Inquiries

Memorial Hospital West; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Memorial is seeking a HR Shared Services Tier 2 Specialist to analyze escalated and complex HR inquiries and ensure accurate HR transactions for employees and HR professionals. You will handle benefits, FMLA reporting, and escalate to HRBPs when needed.

This role requires strong customer service, problem solving, and the ability to work in a fast-paced shared services environment, with attention to detail and the capacity to manage multiple cases while maintaining compliance.

Qualifications

• Two (2) years' experience in Customer Service and/ or Human Resources /Benefits/or a Shared Services role.
• Strong customer service orientation and ability to navigate complex conversations.
• Ability to manage multiple projects in a fast-paced environment with attention to detail.

Responsibilities

• Acts as liaison and escalation point with local HR, COEs and other key stakeholders.
• Troubleshoots and resolves issues, and recommends changes for process improvement.
• Ensures efficient and accurate resolution of cases within a Shared Service team.
• Educates employees of HR Shared Services to build a knowledge base for first call resolution.
• Researches and resolves problems in a timely manner and prioritizes requests.
• Responds and resolves escalated cases in more complex HR scenarios and elevates as needed.
• Contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction.

Skills

Customer Service

HR knowledge

Problem solving

Education

High School Diploma or Equivalent

Associates Degree is preferred

Job description

Memorial is seeking a HR Shared Services Tier 2 Specialist to analyze escalated and complex HR inquiries and ensure accurate HR transactions for employees and HR professionals. You will handle benefits, FMLA reporting, and escalate to HRBPs when needed.

This role requires strong customer service, problem solving, and the ability to work in a fast-paced shared services environment, with attention to detail and the capacity to manage multiple cases while maintaining compliance.