Position Summary:

• Leverages an innovative case management system for tracking requests and may transfer or escalate cases to other service center parties or RU entities for efficient issue resolution.
• Conducts intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary.
• Ensures timely resolution of cases and follow through cases to completion to provide best customer experience.
• Tracks and monitors cases to identify root cause of issues.
• Documents inquiry resolution and escalations in case management system.
• Leverages knowledgebase to provide consistent customer service.
• Provides feedback to Senior HR/Payroll Shared Services Specialists for ongoing process improvement.
• Identifies trends and knowledge base needs and provide insight to increase operational efficiencies.

Minimum Education and Experience:

• Bachelor's degree or an equivalent combination of education and/or experience.

City: New Brunswick

State: NJ

Special Conditions:

• Multiple Vacancies.

Posting Number: 26ST0949

About Rutgers University

Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.

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