Specialist - Human Resources Shared Services - Tier 2

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

Location: Miramar, Florida

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary

The HR Shared Services Tier 2 Specialist is responsible for analyzing and answering escalated and complex HR related inquiries. This role is responsible for ensuring effective execution of HR transactions to support both employees and HR professionals. The Tier 2 Specialist will carry out complex HR processes such as Benefits, FMLA reporting, and other escalated queries from Tier 1 (first line employee support) as well as a liaison to resolution of inquiries with local HRBPs, HRIS, COEs.

Responsibilities

• Acts as liaison and escalation point with contacts including 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 in order to build a knowledge base to assist with first call resolution at Tier 1.
• Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Responds and resolves escalated cases in more complex HR scenarios. Uses systems to document and elevate as needed following appropriate process.
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Diagnoses problems and leads correction through communication and documentation.
• Responsible for maintaining all compliance requirements of dedicated HR Shared Service processes.

Competencies

ACCOUNTABILITY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements

High School Diploma or Equivalent (Required)

Additional Job Information

Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily. Strong customer service skills. Strong organizational skills for tracking and documenting. Attention to detail. Ability to work both independently and in teams. Ability to exercise effective judgement, and sensitivity to callers and potentially difficult situations. Must be extremely organized and detail oriented with the 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 as to when to appropriately elevate.

Required Work Experience

Two (2) years' experience in Customer Service and/ or Human Resources /Benefits/or a Shared Services role.

Other Information

Additional Education Info: Associates Degree preferred.

Working Conditions and Physical Requirements

Bending and Stooping = 0%Climbing = 0%Keyboard Entry = 60%Kneeling = 0%Lifting/Carrying Patients 35 Pounds or Greater = 0%Lifting or Carrying 0 - 25 lbs Non-Patient = 0%Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%Lifting or Carrying > 75 lbs Non-Patient = 0%Pushing or Pulling 0 - 25 lbs Non-Patient = 0%Pushing or Pulling 26 - 75 lbs Non-Patient = 0%Pushing or Pulling > 75 lbs Non-Patient = 0%Reaching = 0%Repetitive Movement Foot/Leg = 0%Repetitive Movement Hand/Arm = 60%Running = 0%Sitting = 60%Squatting = 0%Standing = 60%Walking = 60%Audible Speech = 60%Hearing Acuity = 60%Smelling Acuity = 0%Taste Discrimination = 0%Depth Perception = 60%Distinguish Color = 60%Seeing - Far = 60%Seeing - Near = 60%Bio hazardous Waste = 0%Biological Hazards - Respiratory = 0%Biological Hazards - Skin or Ingestion = 0%Blood and/or Bodily Fluids = 0%Communicable Diseases and/or Pathogens = 0%Asbestos = 0%Cytotoxic Chemicals = 0%Dust = 0%Gas/Vapors/Fumes = 0%Hazardous Chemicals = 0%Hazardous Medication = 0%Latex = 0%Computer Monitor = 60%Domestic Animals = 0%Extreme Heat/Cold = 0%Fire Risk = 0%Hazardous Noise = 0%Heating Devices = 0%Hypoxia = 0%Laser/High Intensity Lights = 0%Magnetic Fields = 0%Moving Mechanical Parts = 0%Needles/Sharp Objects = 0%Potential Electric Shock = 0%Potential for Physical Assault = 0%Radiation = 0%Sudden Decompression During Flights = 0%Unprotected Heights = 0%Wet or Slippery Surfaces = 0%

Shift

Primarily for office workers - not eligible for shift differential

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature a