What are the responsibilities and job description for the Human Resources Specialist position at RGBSI?
What you'll do
- Serve as Tier 1 support for employee inquiries across benefits, payroll, pay programs, people systems, policy, and general HR topics—via case, chat, and occasional walk-ups.
- Own end-to-end case handling: triage, diagnose, resolve or route; document clearly; close the loop on time and in full.
- Use our tools confidently, working in case management and HR systems (e.g., ServiceNow, Workday, iCIMS or similar) to research, process transactions, and keep records accurate.
- Create clarity at scale by leveraging response templates and knowledge articles; propose updates to keep content current and easy to follow.
- Escalate well: identify risk, apply judgment, and partner with COEs/People Partners when issues need Tier 2 support.
- Support lifecycle moments (e.g., onboarding tasks, employment changes, offboarding steps) with accuracy, urgency, and a great employee experience.
- Meet quality and timeliness standards (SLA, CSAT, first-contact resolution) while maintaining confidentiality and compliance.
- Continuously improve: flag trends, eliminate root causes, and suggest process or automation opportunities that make support faster and clearer.
What you'll bring
- 2 years in HR shared services, People Operations, or high-volume employee/customer support.
- Systems fluency with HRIS and ticketing (ServiceNow, Workday, iCIMS or comparable tools).
- Clear, empathetic communication—you simplify complexity, document well, and tailor your message to the audience.
- Sound judgment and discretion with sensitive information; strong attention to detail and follow-through.
- Bias for action in a fast-moving, ambiguous environment; you prioritize, adapt, and finish strong.
- Bonus: experience in benefits or payroll support; knowledge base authoring; contact center/chat workflows; shift flexibility during peak cycles.