HR Service Center Specialist

SUMMARY

Reporting to the Program Manager, HR Service Center, the HR Service Center Specialist serves as the intermediate (tier 2) level support for employees seeking assistance with various HR-related inquiries and concerns. The HR Service Center Specialist plays a crucial role in supporting the organization's HR functions and leverages their knowledge to deliver high quality resources and service to employees. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers, and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

RESPONSIBILITIES

• Collaborate with HR Service Center Representatives to resolve increasingly complex issues or conflicts related to benefits, workplace policies, and other HR-related matters in a timely and satisfactory manner.
• Closely support HR Centers of Excellence (COEs) including, but not limited to, leave of absence, compensation, benefits, retirement, and talent acquisition in regard to maintaining tier 1 and tier 2 resources to effectively resolve employee inquiries.
• Apply critical thinking and sound judgement to identify when an employee case should be escalated to a subject matter expert (tier 3); clearly communicate expectations on next steps or response times to the employee.
• Review and maintain employee self-service and case management documentation, working closely with HR COEs.
• Recommend process improvements to Program Manager, HR Service Center as appropriate.
• Train and provide tier 2 support to HR Service Center Representatives; serve as a role model for effective HR service delivery.
• Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience.
• Provide training to new Representatives related to effective customer service and case management.
• Maintain confidentiality and handle sensitive employee information with discretion.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION

• Associate degree or equivalent experience/certifications required.

EXPERIENCE

• Minimum of 2 years of related experience, which may include customer service and/or human resources.
• Relevant transferable skills and/or education may be considered.
• Strong written and verbal communication skills.
• Critical thinking skills.
• Demonstrated understanding of HR policies and practices.
• Attention to detail and highly organized.
• Willingness to learn and grow professionally.
• Demonstrated experience with Microsoft Office 365 applications.
• Experience with HR information systems preferred.

SUPERVISORY RESPONSIBILITY

• None

PAY RANGE

$26.80-$44.21

LOCATION

Corporate Headquarters - 15 LaSalle Square Providence, Rhode Island 02903

WORK TYPE

8:30am - 5pm M-F; 2 days remote after training period

WORK SHIFT

Day

DAILY HOURS

8 hours

DRIVING REQUIRED

No

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.