Memorial Healthcare System is seeking a Human Resources Shared Services Tier 2 Benefit Specialist to support escalated and complex HR inquiries onsite in Miramar, Florida. In this role, you will analyze issues, complete HR transactions, and help drive accurate outcomes for employee questions related to Benefits and FMLA reporting.
What You’ll Do
- Educate employees on HR Shared Services offerings to build a knowledge base that supports first call resolution at Tier 1.
- Research and resolve problems in a timely manner, working across multiple issues at once while prioritizing requests based on urgency.
- Handle escalated cases involving more complex HR scenarios and ensure they are documented and escalated as required using established processes.
- Execute HR transactions that include complex Benefits and FMLA reporting.
- Diagnose issues and drive correction through effective communication and thorough documentation.
- Maintain compliance requirements for dedicated HR Shared Service processes.
- Serve as a liaison and escalation point with local HR, HRBPs, COEs, HRIS, and other key stakeholders to reach resolution.
- Troubleshoot and resolve case issues, recommending process changes to improve service quality.
- Contribute to delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction and achieve results.
Required Qualifications
- High School Diploma or Equivalent (Required)
- Two (2) years of experience in customer service and/or human resources, benefits, or a shared services role
Preferred: Associates Degree.
Technology & Competencies
- Technology: HRIS
- Competencies: Accountability; Analysis and Decision Making; Customer Service; Problem Solving; Responding to Change; Standards of Behavior
Additional Notes
This position requires strong customer service skills and the ability to navigate complex conversations, determine needs, and provide satisfactory solutions. Strong organizational skills for tracking and documenting are essential, along with attention to detail and the ability to shift priorities in a fast-paced environment. The role also requires judgment and sensitivity when interacting with callers, including those in potentially difficult situations, and an understanding of when to escalate independently.
Working Conditions and Physical Requirements
- Keyboard Entry: 60%
- Repetitive Movement Hand/Arm: 60%
- Sitting: 60%
- Standing: 60%
- Walking: 60%
- Audible Speech: 60%
- Hearing Acuity: 60%
- Depth Perception: 60%
- Distinguish Color: 60%
- Seeing - Far: 60%
- Seeing - Near: 60%
- Computer Monitor: 60%
Shift: Primarily for office workers. Not eligible for shift differential.
Important: This job description is not exhaustive and is intended to describe the general nature and level of work performed. Employment is subject to post-offer, pre-placement assessment, including drug testing. If reasonable accommodation is needed during the application process, call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net.
