Address
Form of workPosition Details
Position Information
Recruitment/Posting Title
HR/Payroll Shared Services Specialist
Job Category
Staff & Executive - Human Resources
Department
UHR- OneSource Service Center
Overview
Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.
For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.
Posting Summary
Rutgers, The State University of New Jersey, is seeking a HR/Payroll Shared Service Specialist for the OneSource Faculty and Staff Service Center (OneSource). This position is a key position within the Operations team of OneSource, a customer focused service organization that provides HR and Payroll services to employees across the university. The HR/Payroll Shared Service Specialist serves as the first point of contact for customers contacting the OneSource and is responsible for working with OneSource staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The primary goal of the Customer Service Representative is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across OneSource operations.
Among the key duties of this position are the following:
Among the key duties of this position are the following:
- Leverages an innovative case management system for tracking requests and may transfer or escalate cases to other OneSource parties or RU entities for efficient issue resolution.
- Conducts intake for all HR/Payroll related inquiries and escalates to appropriate parties, as necessary.
- Ensures timely resolution of cases and follows through cases to completion to provide best customer experience.
- Tracks and monitors cases to identify root cause of issues.
- Documents inquiry resolution and escalation in case management system.
- Leverages knowledge-base to provide consistent customer service.
- Provides feedback for ongoing process improvement; identifies trends and knowledge base needs and provides insight to increase operational efficiencies.
- Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
- Identifies and communicates leading practices and innovative approaches and tools for service delivery into FSRC operations.
Position Status
Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement. The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through August 31, 2024. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at https://futureofwork.rutgers.edu.
FLSA
Nonexempt
Grade
03
Position Salary
Annual Minimum Salary
50435.000
Annual Mid Range Salary
63836.500
Annual Maximum Salary
77238.000
Standard Hours
37.50
Union Description
Administrators Confidential
Payroll Designation
PeopleSoft
Benefits
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Seniority Unit
Terms of Appointment
Staff - 12 month
Position Pension Eligibility
ABP
Qualifications
Minimum Education and Experience
- Bachelor’s degree, preferably in human resources management, business or related field or an equivalent combination of education and experience.
Certifications/Licenses
Required Knowledge, Skills, and Abilities
- Customer service and issue resolution.
- 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.
Preferred Qualifications
- Bilingual in English/Spanish.
- Prefers knowledge of case management/ticketing software.
- Problem solving and issue resolution across a broad scope of HR and Payroll topics.
- Ability to navigate and leverage knowledge and case management technology.
Equipment Utilized
Physical Demands and Work Environment
Special Conditions
Posting Details
Posting Number
24ST0028
Posting Open Date
01/05/2024
Special Instructions to Applicants
Regional Campus
Rutgers University-New Brunswick
Home Location Campus
Cook (RU-New Brunswick)
City
New Brunswick
State
NJ
Location Details
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings.
Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.
