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HR Service Center Coordinator

2 months ago

Minneapolis, Minnesota, United States MRA Recruiting Services Full time

Company:

MRA Recruiting Services

Position: HR Service Center Coordinator

Job Overview:
The HR Service Center Coordinator will play a crucial role in establishing and overseeing our newly developed HR Service Center.

This position will create a comprehensive knowledge repository and address employee inquiries related to Human Resources matters, which may encompass benefits, payroll, recruitment processes, employee and manager self-service functionalities, policies, procedures, and programs.

Key Responsibilities:

  • Lead the rollout of an HR Service Center support framework, including a technological platform that facilitates efficient tracking and reporting.
  • Act as the primary point of contact for current, former employees, and potential candidates regarding all HR-related inquiries by leveraging the HR Knowledge base and HR systems.
  • Interpret, develop, and implement new knowledge base topics, intranet content, and communications for HR-related questions and inquiries.
  • Receive and manage inbound calls, emails, and tracking tickets from employees through a centralized process.
  • Respond to inquiries and provide consulting services accurately and promptly through effective communication channels.
  • Escalate cases to the appropriate Centers of Excellence (COE) when additional expertise is necessary.
  • Document all communications in real-time within the HR Service Center's case management software application.
  • Provide administrative support for Compensation, Benefits, New Hires, Terminations, Training, employment verifications, and Payroll.
  • Process updates and changes in the Human Capital Management (HCM) System.
  • Review policies, procedures, and internal resource materials, continuously developing knowledge of all subjects managed by HR Shared Services.
  • Manage open cases to resolution in the shortest possible timeframe while keeping employees informed of status and expected resolution timing.
  • Meet key performance indicators such as call quality and other service level agreements (SLAs), including transaction completion time.
  • Provide reporting and metric information to guide communication topics, storyboards, and intranet updates.
  • Oversee and manage the administration of employee leave programs, including FMLA, disability, and other leave policies.
  • Offer guidance and support to employees and managers regarding leave entitlements, processes, and documentation requirements.
  • Ensure compliance with federal, state, and local leave laws and regulations, maintaining up-to-date knowledge of legal requirements.
  • Perform various HR tasks and projects as assigned.

Qualifications:

Education & Experience:

  • Required: Bachelor's Degree or 4+ years of equivalent work experience.
  • Minimum of 4 to 6 years of relevant HR experience.
  • Preferred: Previous experience in an HR service center environment; HR Certification; Knowledge of FMLA, Workers Compensation, ADA, PFL, and Disability processing.

Knowledge & Skills:

  • Proficient in Microsoft Office (especially Excel, Word, and Outlook).
  • Working knowledge of HR principles, practices, and procedures.
  • Demonstrated customer service and follow-through skills, including patience and comfort in engaging with challenging situations.
  • Ability to interact effectively with all levels of professionals.
  • Capable of independent problem-solving and managing multiple employee requests in a timely manner.
  • Strong communication (written & oral) and listening skills, with the ability to ask probing questions, understand concerns, and resolve issues.
  • Attention to detail and established organizational skills.
  • Ability to maintain strict confidentiality and exercise good judgment while maintaining a positive and professional demeanor.
  • Consistently deliver high-quality customer service in a professional manner.

Compensation:
The starting salary range for this position is $52,500 - $73,500, although offers may vary based on the candidate's location, job-specific knowledge, skills, and experience.

Benefits:
Our comprehensive compensation package includes medical, dental, and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off, and additional leave programs, life insurance, disability coverage, and other wellness benefits and discounts. Benefits may be subject to applicable eligibility, waiting periods, contributions, and other requirements.

About Us:
MRA is a nonprofit employer association that serves over 4,000 employers, covering more than one million employees. As one of the largest employer associations in the nation, MRA assists its member organizations in thriving by offering a comprehensive array of HR services, information, education, and resources to foster successful workplaces and a powerful workforce.