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Senior HR/Payroll Shared Services Specialist

Rutgers University

Job Description

Position Details

Position Information

Recruitment/Posting Title Senior HR/Payroll Shared Services Specialist
Job Category Staff & Executive - Human Resources
Department UHR- OneSource Service Center
The OneSource Faculty and Staff Service Center (OneSource) supports the Rutgers community by simplifying processes, improving the customer experience, and redefining the delivery of HR and Payroll services. OneSource will provide personalized care to address all the human resources and payroll inquiries for faculty and staff via one phone number and online support.
Posting Summary
Rutgers, The State University of New Jersey, is seeking a Senior Customer Service Representative for The OneSource Faculty and Staff Service Center (OneSource). The Senior Customer Service Representative 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. This position serves as the first point of contact for customers contacting OneSource and is responsible for working with OneSource’s staff and knowledge management system to resolve a broad scope of inquires related to HR and Payroll services. The Senior Customer Service Representative serves as a supervisor for the OneSource’s customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across OneSource operations.
Among the key duties of this position are the following:
  • Assist Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets and actions.
  • Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
  • Identify and communicate leading practices and innovative approaches and tools for service delivery into ESC operations.
  • Conduct intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary.
  • Ensure timely resolution of cases and follow through cases to completion to provide best customer experience.
  • Track and monitor cases to identify root cause of issues.
  • Document inquiry resolution and escalation in case management system.
  • Complete routine HR and payroll transactions.
  • Serve as an escalation point for customer service representatives working to resolve self -service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues.
  • Assist Associate Director of Service Center Operations with monitoring and evaluating HR transaction work flow and volume.
  • Establish, monitor and validate all data entry related to the database to ensure correctness; identify trends and knowledge base needs and provide insight to management.
  • Support recruiting, training, and employee development activities to support ESC operations.
  • Supervisory responsibilities for ESC customer service representatives.
  • Monitor performance of customer service representatives against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
  • Create, foster and maintain a collaborative, innovative and customer-focused team culture.
  • Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale.
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, 2023. 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 04
Position Salary
Annual Minimum Salary 53752.000
Annual Mid Range Salary 68037.500
Annual Maximum Salary 82323.000
Standard Hours 37.50
Union Description Administrators Confidential
Payroll Designation PeopleSoft
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Seniority Unit
Terms of Appointment Staff - 12 month
Position Pension Eligibility ABP


Minimum Education and Experience
  • Bachelor’s degree or an equivalent combination of education and/or experience.
  • A minimum of two years of relevant experience preferably in a customer service role in a call or shared services center.
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.
  • Ability to apply sound judgment and discretion with sensitive information.
  • Ability to operate successfully and multitask in a fast paced environment.
  • Problem solving and issue resolution across a broad scope of HR and payroll topics.
  • Ability to navigate and leverage knowledge and case management technology.
  • Ability to lead and develop a large team of customer service representatives.
Preferred Qualifications
  • 4-5 years of supervisory experience in a customer service role in a call or shared services center focused on HR and Payroll services.

Equipment Utilized
  • Office equipment, phone, fax, copier, scan, computer.

Physical Demands and Work Environment
  • Service Center, 80% to 90% sitting.

Special Conditions

Posting Details

Posting Number 23ST0208
Posting Open Date 01/24/2023
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 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster upon eligibility and upload proof of same. 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.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

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