HR/Payroll Shared Services Specialist

Posting Summary Rutgers, The State University of New Jersey is seeking a HR/Payroll Shared Services Specialist (Casual) for the OneSource Faculty and Staff Service Center (OneSource). The HR/Payroll Shared Services Specialist is a key position within the Operations team of Rutgers’s OneSource Faculty and Staff Service Center, a customer focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting the service center and is responsible for working with UHR staff and the knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The primary goal of the HR/Payroll Shared Services Specialist is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across service center operations. Key Duties Leverage an innovative case management system for tracking requests and may transfer or escalates cases to other service center parties or RU entities for efficient issue resolution. Conduct intake for all HR/Payroll related inquiries and escalates to appropriate parties, as necessary. Ensure timely resolution of cases and follows through to completion to provide best customer experience. Track and monitor cases to identify root cause of issues. Document inquiry resolution and escalations in the case management system. Leverage knowledge base to provide consistent customer service. Provide feedback to Senior HR/Payroll Shared Services Specialists for ongoing process improvement. Identify trends and knowledge base needs and provide insight to increase operational efficiencies. Salary Details Minimum Salary: $54,027; Mid Range Salary: $68,383; Maximum Salary: $82,739. Benefits Medical, prescription drug, and dental coverage Paid vacation, holidays, and various leave programs Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options Employee and dependent educational benefits when applicable Life insurance coverage Employee discount programs Position Status and Working Hours Position Status: Full Time Standard Hours: 37.50 hours per week Work Arrangement: Consistent with Rutgers Policy 60.3.22 or relevant collective bargaining agreements, this position may be eligible for a hybrid work arrangement. Flexible work arrangements are not permanent and are contingent on approval in the View email address on click.appcast.io Application System. Qualifications Bachelor’s degree or an equivalent combination of education and/or experience. 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. 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 3-4 years of experience in a customer service role in a call or shared services center. Physical Demands and Work Environment Multiple Vacancies. 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 encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: #J-18808-Ljbffr Rutgers University