Human Resources Services Associate

Pennsylvania State University University Park, PA Full-time Human Resources

Posted on April 26, 2024

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Human Resources Services Associate

Penn State Human Resources (HR) is currently seeking an HR Shared Services Representative (Support) to be a member of a team of HR Services Associates responsible for providing exceptional customer service to employees as the first point of contact for their HR inquires. This team of Associates answer questions received via telephone and e-mail, investigate, and resolve routine to intermediate inquiries, coordinate with respective departments, and escalate complex inquiries to appropriate professional services, payroll, or other staff, as appropriate. Queries handled relate to a wide range of HR topics including time off, leaves of absence, FMLA, benefits, retirement, compensation, professional development, recruitment, and HR policies. This position will support and aid other HR Shared Services staff in the resolution of requests and the analysis/diagnosis of problems. Other responsibilities may include general administrative support such as documentation of calls/emails via case management software, scanning and indexing of employee documents, compiling reports, and processing employee and payroll transactions. This position will be the support role in our team of Associates.

Responsibilities for this position include:

Act as the first point of contact for all University employees, former employees, retirees and Graduate Assistants for incoming calls with HR or Payroll related questions including benefits, retirement, compensation, talent management, recruiting, human resource information systems, manager forms, payroll/pay slips, etc.
Efficiently and accurately resolve the majority of calls on the first interaction
Collaborate with partner teams across HR, Payroll, WorkLion Management Office (WMO), and IT to diagnose solutions to complex and unusual issues
Utilize case management system to track calls and communicate responses to HR partners and the individual calling
Receive and process general inquiries submitted via the employee self-service portal or email
Participate in on-going learning in order to understand and leverage the full array of HR policies, programs, procedures, tools, and templates
Receive, document, and consistently and accurately answer routine inquiries outside of the scope of the team; build individual and team knowledge through a variety of activities
Identify and draft new knowledge base articles and other training resources for the HR Services Team, HR, and the University community
Review and edit existing knowledge base articles that are out of date, as appropriate
Collaborate with partner teams to identify FAQs or other resources for the University community

As a member of Penn State Human Resources, you will be joining a team of individuals who have the ambition to help Penn State succeed. Workforce diversity, cultural inclusiveness, and employment equity are deeply rooted in Penn State's historic mission and are critical to our success. Just as we are committed to a diverse educational environment, we are also committed to a diverse working community. We value inclusive excellence as a core strength and an essential element of our public service mission.

Minimally requires a High School Diploma/GED or Vocational Training/Degree, or an equivalent combination of education and experience.

The successful candidate must possess:

Sensitivity in handling confidential information
Attention to detail
Commitment to handling questions and concerns with speed, accuracy and professionalism
Sound judgment and discretion in referring inquiries to other HR staff members or units
Strong customer service and communication skills, both oral and written
Ability to effectively learn, utilize, and train on new technologies
Ability to prioritize and lead by example.

This position offers a flexible work arrangement that combines remote and on-campus work. Questions related to flexible work should be directed to the hiring manager during the interview process.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

Apply online at https://psu.wd1.myworkdayjobs.com/PSU_Staff/job/Penn-State-University-Park/Human-Resources-Services-Associate_REQ_0000055322-1

CAMPUS SECURITY CRIME STATISTICS: For more about safety at Penn State, and to review the Annual Security Report which contains information about crime statistics and other safety and security matters, please go to http://www.police.psu.edu/clery/, which will also provide you with detail on how to request a hard copy of the Annual Security Report.

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Human Resources Services Associate

Pennsylvania State University

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