HR Shared Service Assistant

Role Description

By joining the American Red Cross, you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Provide high touch services to employees, Human Resource staff, managers, and executives ensuring all team service level agreements are met. Maintain strong knowledge of policies, procedures and systems to offer quick and accurate assistance to customers. Manage work using various applications, job aids and procedures. Research, resolve and respond to inquiries/requests that cover a multitude of topics via various input channels (Chat, Voice, Email, Case, Social Media, etc.). May serve as an administrative liaison with others within or outside the organization regarding issues specific to HRSS. Provide support, development and/or leadership guidance to all volunteers.

Prefer a candidate located in the PST or MST time zones. Work hours would be 8am-5pm PST or 9am-6pm MST.

• Research, resolve, and respond to customer/vendor inquiries and requests using various applications, job aids and scripts.
• Topics may include Compliance, Labor, Recruiting, Talent, Reporting, Leave of Absence, Benefits, Pay, Employee Relations, Compensation, Performance, Workday, Policy, Teamcare (Union), Employee Engagement, and Training.
• Serve as liaison between HR and COE’s.
• Offer a high touch client experience and maintain a high level of professionalism at all times.
• Manage escalated, technical, and urgent system and reporting requests through to completion and within established workflows, SOPs, and protocol.
• Ensure necessary follow-up to improve client satisfaction.
• Perform pay related calculations relating to pay adjustments.
• Understand and analyze paychecks to answer pay related questions.
• Research, gather data and answer inquiries for employee payroll records, employment verifications, unemployment inquiries, Workman’s Compensation claims and work schedules for employees pre-HRIS.
• Maintain/use legacy data and systems.
• Provide support for record keeping and reporting requirements including payroll, FMLA, COBRA, workers compensation, retirement system and state disability insurance (where applicable).
• Provide end user support for HR-related systems and various other business applications.
• Administer HR system processes including preparing employee data for input, completing forms/templates, executing reports, processing password resets and various updates directly into HR systems.
• Analyze unit operating practices and recommend revisions to improve established procedures.
• Provide input related to maintenance of departmental SOP’s and Knowledge Articles.
• Participate in department training needs as necessary.

Qualifications

• Education: High School Diploma or equivalent required. Associate’s or Bachelor’s degree in a related discipline preferred.
• Experience: Minimum 3 years of related work experience or equivalent combination of education and related experience.
• Workday experience preferred. Shared Services experience (HR/Payroll) preferred.
• Experience with Labor Relations/Unions preferred.

Requirements

• Ability to work within an 8am ET to 8pm ET time window. Overtime, holidays, and weekend work possible.
• Ability to handle extremely sensitive data with highest level of confidentiality.
• Ability to handle high level escalations from all levels of management.
• Strong written/verbal (phone) communication and listening skills.
• Strong customer orientation and interpersonal skills.
• Ability to demonstrate technical and functional competence including proficiency in MS Office Suite, or other relevant applications.
• Familiarity with CRM systems and practices.
• Ability to work both in an in-person and/or virtual team environment, if needed.
• Ability to work on a team and independently.
• Strong organizational and documentation skills.
• Focus on quality with a great attention to detail.
• Ability to analyze, solve problems and resolve conflicts.
• Ability to adapt and respond to different personality types.
• Ability to multitask, adapt to changing priorities, work under pressure and incorporate feedback to improve performance.
• Knowledge of HR/Payroll laws, regulations, concepts, and transaction processing highly desirable.
• FPC, CPP, PHR certification a plus.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition