Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

HR Shared Services 

The Human Resources (HR) Shared Services Representative is responsible for providing support to the University community (applicants, employees, retirees, etc.) by addressing questions on a wide variety of HR issues not resolved via employee self-service. This position answers and resolves questions and inquiries as appropriate and triages more complex issues to HR Specialists as appropriate.

• 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, 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
• Provide hands-on training to new members of the team; participate in new hire training through role-modeling of handling calls, demonstrating best practices, providing coaching and feedback, and continually sharing where to find resources
• 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• Review and edit existing knowledge base articles that are out of date, as appropriate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

Level:

– Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates baseline working knowledge of routine tasks. Follows the standard principles and practices. Acts under direct and frequent supervision using established procedures with detailed instructions. Participates as a team member and actively contributes to completion of team goals. Clearly communicates information.

Supervisory Responsibilities:

– None

Fiscal Responsibilities:

– Typically none
– May handle routine financial transactions

Problem Solving:

– Encounters routine problems
– Follows recommended course of action and procedures to resolve problems
– Demonstrates working knowledge of institutional policies and procedures

Independence of Action:

– Work is closely monitored by supervisor
– Detailed instructions and procedures are provided
– Applies standard operating procedures with limited guidelines for deviation

Communication and Collaboration:

– Communicates mostly internally within working unit
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Clearly communicates information, ideas, or instructions verbally and in writing

• Comp Grade – 4
• Minimum – $34,800.00
• MidPoint – $42,600.00
• Maximum – $50,500.00