HR Shared Service Assistant - Remote (PST Time Zone) - FPC CPP PHR Certifications Preferred

Overview

This role is dedicated to providing comprehensive support to employees, HR personnel, managers, and executives by ensuring adherence to service level agreements and delivering timely, accurate assistance across diverse HR processes. The opportunity is primarily intended for military-affiliated individuals including veterans, transitioning military personnel, National Guard and Reserve members, military spouses, wounded warriors, and their caregivers. Candidates should be located preferably in the Pacific or Mountain Time zones with working hours aligned to 8 AM to 5 PM PST or 9 AM to 6 PM MST.

Key Duties and Responsibilities

• Offer direct, high-touch customer service addressing inquiries and requests via multiple communication platforms including chat, voice, email, cases, and social media.
• Serve as an administrative liaison coordinating between HR Shared Services, Centers of Expertise (COEs), and other organizational units.
• Effectively manage escalated, urgent system and reporting requests, ensuring prompt resolution in compliance with standard operating procedures (SOPs) and workflows.
• Perform payroll-related calculations, analyze paychecks, and resolve payroll questions.
• Support data management and respond to requests concerning payroll records, employment verifications, unemployment claims, workers’ compensation, and employee schedules.
• Maintain records and assist with reporting requirements relevant to payroll, FMLA, COBRA, workers’ compensation, retirement, and disability insurance where applicable.
• Provide end-user assistance for HR and other business-related systems, including processing employee data updates, report generation, and password resets.
• Review operational practices within the unit and propose improvements to enhance procedural efficiency; contribute to the upkeep of departmental SOPs and knowledge base articles.
• Engage in training and development activities to support HR Shared Services functions.

Qualifications and Experience

• Minimum educational attainment of a high school diploma or GED; associate or bachelor's degree in related fields preferred.
• At least three years of relevant work experience or an equivalent mix of education and experience.
• Experience with Workday software is highly preferred.
• Prior involvement in shared services environments, particularly HR or payroll functions, considered advantageous.
• Familiarity with labor relations and union protocols is beneficial.

Skills and Competencies

• Capability to work within an 8 AM to 8 PM ET window, with flexibility for overtime, holidays, and weekends as needed.
• Uphold the utmost confidentiality when handling sensitive information.
• Manage high-level escalations confidently, supported by strong verbal, written, and listening communication skills.
• Exemplify customer service excellence and strong interpersonal relations.
• Proficient in MS Office Suite and related business applications.
• Knowledge of CRM systems and practices.
• Ability to operate effectively both in team settings - virtual or in-person - and independently.
• Strong organizational and documentation capabilities with attention to detail.
• Analytical problem-solving skills with a flexible approach to diverse personalities and multitasking requirements.
• Understanding of HR/payroll laws, regulatory frameworks, and transaction processing is highly desirable.
• Professional certifications such as FPC, CPP, or PHR are considered a plus.

Additional Information

• Minimal travel required, typically limited to an annual team meeting.
• Remuneration ranges between $21 and $24 per hour.