Benefits & Payroll Service Desk Analyst
Posted 1 week ago by 1755677696
Negotiable
Outside
Remote
USA
Summary: The Service Delivery and Operations (Ops) Talent (HR) Service Desk role focuses on providing expert support in Benefits, Leaves, Payroll, and Talent, ensuring a high-quality customer experience. The position requires the ability to resolve inquiries on first contact while adhering to compliance standards. Candidates should possess strong analytical and problem-solving skills, along with a consultative approach to customer interactions. The role is remote and emphasizes professionalism and discretion in handling sensitive information.
Key Responsibilities:
- Serve as a subject matter expert for Benefits, Leaves, Payroll, and Talent.
- Provide resolutions to customer inquiries on first contact.
- Interpret, analyze, and articulate complex employee Benefits and Payroll information.
- Explain Talent and Leave of Absence policies and procedures.
- Ensure compliance with standards such as HIPAA, PII, ERISA, and IRS.
- Work independently while involving leadership when necessary.
- Adhere to schedules provided by the Workforce Management Team.
- Maintain professionalism when dealing with confidential information.
- Educate customers to help them make informed decisions.
- Demonstrate excellent listening and problem-solving skills.
- Remain calm under pressure and empathize with customers.
- Focus on customer needs by proactively seeking information.
- Meet performance expectations including quality and customer surveys.
- Deliver a distinctive end-to-end customer experience.
Key Skills:
- 1-2 years of experience in a remote environment.
- 1+ year of experience in benefits and retirement plans, human resource practices, and payroll information.
- 1 year of customer service experience in a contact center.
- Excellent analytical and problem-solving skills.
- Associates or Bachelor's degree preferred.
- Strong oral and written communication skills.
- Experience with Microsoft Outlook and Word.
- Professional interpersonal skills for effective interaction at all organizational levels.
- Experience with HR systems, Payroll systems, and web-based employee self-service applications.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: HR
Job Title: Service Delivery and Operations (Ops) Talent (HR) Service Desk
Location: New York, NY 10020 USA
Duration: 3 Months
How many years of experience do you have for the following skills?
- Health & Welfare benefits
- Leave of Absence
- Payroll
Description:
Job Responsibilities
Responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience. Expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies. Expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries. Ensures information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS).
Additional Attributes to Be Successful in the Job Role:
Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
Ability to work independently and involving leadership when appropriate.
Adherence to schedule provided by Workforce Management Team.
High level of professionalism to deal with confidential information with appropriate discretion.
Consultative approach of educating customers so that they make informed decisions.
Excellent listening skills with the ability to ask questions in a non-demeaning manner.
Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often personal in nature customer support.
Excellent problem solving, analytical, technical and research skills.
Proven ability to work in an ever changing environment, empathize when needed, and remaining calm under pressure.
Ability to work in a team environment with a client service focus.
Focus on the customer s underlying needs by proactively seeking information from them.
Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.
Dedication to delivering a distinctive end-to-end customer experience.
Qualifications:
1-2 years of experience working in a remote environment.
1+ year of experience in benefit and retirement plans, human resource practice, leave and disability support, detailed understanding of payroll information and shared services delivery, preferred.
1 year of customer service experience - Contact center via telephone (a minimum of 6 months experience) and e-mail channels (chat/instant messaging delivery a plus).
Excellent analytical and problem solving skills.
Associates or Bachelor s degree preferred.
Excellent oral and written communications.
Microsoft Outlook and Word experience required.
Well-developed and professional interpersonal skills and demonstrates ability to interact effectively with people at all organizational levels of the Deloitte U.S. and Global Firms.
Experience with Human Resources (Talent) systems, Payroll systems, and web-based employee self-service applications.