Human Resources Service Center Specialist

Compensation Range:

Position Summary

This role plays an important part in providing exceptional service to employees through our centralized HR Service Center team, helping to shape a positive employee experience at National University. With direction supervision, this position will support employees and HR team members, addressing comprehensive HR inquiries including but not limited to benefits, leave administration, employee lifecycle operations and processes, employee experience programs, HR systems, and company policies and procedures. You will also assist with day-to-day tasks, ensuring service excellence and compliance with HR procedures, perform data entry, maintenance, and data reporting.  

Essential Functions:

• Ensure that every interaction with employees contributes to a supportive and inclusive work environment and reflects our mission to empower adult learners.
• As the first-line support, ensure a positive experience and excellent service when responding to employee inquiries, delivering support with the utmost care, professionalism, and timeliness.
• Under supervision and in collaboration with team members, ensure procedures are followed and tasks are completed efficiently to elevate the workforce experience across the organization and positively impact employee engagement, career development, performance, and retention.
• Assess the level of complexity of cases and provide first-touch resolution when feasible or facilitate escalation to team, supervisor, SMEs, HRBP or other leadership. 
• Provides end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service) and escalation as applicable.
• Collaborates with Management in the interpretation and administration of issues related to HR policies, plans and procedures while promoting the use of Self-Service tools and technologies.
• Updates employee changes in the Human Resources Information System (HRIS) system such as hires, terminations, transfers, compensation changes, personal changes, etc. with a high level of accuracy. Conducts administrative tasks related to HRIS.
• Reviews audit and daily interface error reports on all systems to ensure data transferred successfully and/or employee lifecycle operation processes completed successfully. Reviews reports and resolves issues.
• Initiates, tracks and ensures compliance on all employee information and documentation in accordance with governing agency regulations and organizational policies.
• Recommends HR procedures and practices, including developing and maintaining instructions and guides to assist HR, Managers and employees on system use.
• Maintains personnel files by ensuring documents are filed into appropriate locations and are following record-keeping requirements.
• Identifies opportunities to clarify existing policies and improve existing procedures and systems. 
• Completes and uploads templates for importing and exporting data and mass changes.
• Assists with metrics reporting, identify trends and improves metrics.
• Participates in special projects as a Subject Matter Expert on HR processes and policies.
• Other duties as assigned.     

Supervisory Responsibilities:  N/A

Requirements:

Education & Experience:

• Associate’s degree in Business Administration, Human Resources or related field; and, two (2) to four (4) years’ experience in a general HR admin role with a medium to large organization & higher education environment, preferred; or, equivalent combination of education and experience.

Competencies/Technical/Functional Skills:

• Ability to participate as an active team member of the Business Unit, Department and University to work toward a common goal.
• Ability to actively seek opportunities to influence, build and sustain successful relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and supports honesty and respect towards others, the company and oneself.  
• Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs and processes.  Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Working knowledge of human resources policies, processes and procedures. Familiarity with State, Federal and local employment and labor laws and technology as it relates to HR projects.
• Ability to use knowledge of HR processes and policies to make recommendations for improvement. Understanding of benefit plans and administration.
• Ability to actively listen to customers’ circumstances, issues, expectations and need using patience, attentiveness and positivity, as well as, attention to details.
• Intermediate working knowledge of Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook and Enterprise Resource Planning (ERP) software related to Human Resources Information Systems HRIS) such as PeopleSoft.  Ability to learn other information management systems used within the Business Unit.  HR Reporting system experience, a plus.
• Solid analytical, critical thinking, mathematical, independent thinker, planning and organizational skills, customer service, attention to detail solid follow-up and follow-through as well as handle confidential and sensitive information.
• Solid interpersonal skills and the ability to appropriately communicate with a wide range of individual of constituencies in a diverse community.  Ability to communicate effectively orally and in writing, including translating technical language to a non-technical nature.
• Ability to use empathetic listening skills, communicate with clarity and maintain an attitude that conveys respect, assistance, honesty and resourcefulness.
• Ability to maintain and build strong positive working relationships with colleagues, faculty, staff, administrators, students and the general public.
• Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple deadlines and frequently changing priorities.

Travel: No travel required

Remote: Remote, USA

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.