Description

• Gather, validate, and maintain data and other transaction inputs.
• Gather forms and track status.
• Enter transactions in PeopleSoft and the service request management tool.
• Retrieve, index, and review scanned documents and forms.
• Provide satisfactory customer service by receiving, analyzing, researching, and seeking resolutions to assigned inquiries.
• Integrate across Center of Excellence (COE) teams to document, research, and resolve basic issues and errors as assigned.
• Understand when to resolve or escalate issues to supervisor/direct manager.
• Perform/support cyclical processing and period-end activities.
• Complete assignments as delegated by supervisor/direct manager.
• Comply with MTA and departmental policies, practices, and procedures.
• Develop and update operating procedures and training materials as needed.
• Understand the MTA and departmental vision including how individual responsibilities fit into long-term strategies.
• Track and report status of work.
• Maintain appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge.
• Support other team members as appropriate.
• Adhere to team budget.
• Identify and implement continuous improvement initiatives as assigned.
• Participate in user groups as necessary.
• Identify and document input to knowledge management tool.
• Support additional benefits functions as needed, i.e. UCM, Siebel, etc.
• Support development, negotiation, and updates to Service Level Agreement.
• Monitor assignment quality and service delivery against agreed-to Service Level Agreement and Key Performance indicator targets.
• Run reports to manage, monitor, and provide HR/Benefits metrics.
• Conduct in person and/or virtual Open Enrollment sessions, pre-retirement seminars, post-retirement meetings, new hire orientations, union specific meetings, health fairs, and information seminars for all agencies at various locations.

• Possess specific work experience for HR/Benefits.
• Working knowledge and use of PeopleSoft or related database software.
• Ability to work in a team environment.
• Ability to process requests consistently with general supervision.
• Ability to assess problems and promptly resolve or identify appropriate team to resolve.
• Strong oral and written communication skills.
• Strong interpersonal skills with the ability to work with and collaborate across the COE at all levels within and outside the organization.
• Strong time management skills and ability to manage individual assignments.
• Strong attention-to-detail.
• Ability to handle sensitive situations and maintain a high degree of confidentiality.

• Understanding of MTA HR/Benefits policies and procedures.
• Familiarity with performance metrics and ability to meet identified targets.
• Working knowledge of service request management tools.
• Working knowledge and use of office productivity tools (e.g., MS Outlook, MS Office applications) and web-based applications.

• Four (4) years of human resources or benefits processing experience.
• High School Diploma or GED.

• Bachelor's or Associates degree with relevant experience in Business or a related field.
• Shared Services experience.