HR Service Center Specialist

Benefits

Additional Information

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don't back down from hard work- we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most. The HR Service Center Specialist is responsible for the administration and coordination of human resources services throughout the employee lifecycle. This position provides professional support to employees regarding benefit programs, leave of absence (LOA) navigation, and general HR policies, ensuring compliance and high-quality service delivery. Essential Duties Employee Service & Case Management (Tier 1 Support) - Manage the end-to-end resolution of employee inquiries via ticketing systems, telephone, and email, providing timely, accurate, and professional service on company policies, benefits, payroll, and reimbursements. - Actively monitor and accurately track information about all employee calls and follow-up activities utilizing the cloud-based phone system. - Oversee knowledgebase inventory via the Servicenow HR Service Delivery portal. - Case Management: Utilize ticketing tools to document inquiries, ensure service level agreements (SLAs) are met, and escalate complex issues to specialists. - Identify bottlenecks in HR operations, update knowledge base articles (KBAs), and assist in improving self-service tools for employees. Benefits & Leave Administration - Administer daily benefit operations of the company's health and welfare plans, including processing enrollments, terminations, and Qualifying Life Event (QLE) changes. Leverage external partners and administrators to the greatest extent possible. - Knowledge of processing QDRO, QMSCOs, and COBRA benefits - Collaborate with vendors to resolve issues, such as enrollment, eligibility, claim and all other benefit-related issues. - Facilitate the annual Open Enrollment cycle, including system testing, drafting communications, and conducting information sessions (ie., plant visits as needed). - Act as an advisor on all leave types (FMLA, ADA, Parental, Disability and Workers Comp), provide guidance to employees on procedures and regulatory requirements while collaborating with Payroll and HR Partners to ensure accurate coordination. - Liaise with external vendors and brokers to resolve escalated claims or eligibility discrepancies. HRIS, Data Integrity, and Transactional Management - Manage and deliver HR transactional support as a Workday Super User, encompassing onboarding, password resets, requisitions, life events, job changes, compensation changes, manager reassignment, supervisory organization management, and offboarding. - Maintain accurate records within the HRIS to ensure compliance with ERISA, HIPAA, and COBRA regulations, and perform regular audits of benefit deductions and leave statuses. - Data Management & Administration: Process transactions in the HR Information System (HRIS), including new hires, terminations, promotions, and payroll changes with high accuracy. Process Improvement & Cross-Functional Support - Drive continuous improvement of HR Services through the timely resolution of requests and evaluation of process improvements to streamline the overall employee experience. - Work both autonomously and in a team environment to provide support to Business Partners, Payroll, and Centers of Excellence. - Assist with other HR-related projects as needed. Qualifications Required Bachelor's Degree Human Resources, Business Administration, or a related field. required 3+ Years in HR Operations Benefits Administration, or and HR services environment Strong understanding of FMLA/ADA and state-specific paid leave programs Experience with HRIS platforms (e.g., Workday, SAP) and case management tools (e.g., ServiceNow). General Knowledge, Skills and Abilities Success Metrics First Contact Resolution (FCR): Successful resolution of inquiries at the initial point of contact. Customer Satisfaction (CSAT): Consistent achievement of high internal service ratings. Compliance Accuracy: Maintenance of error-free records in leave tracking and benefit audits. Qualifications Preferred Bilingual Spanish a plus Technical Proficiency: Experience with HRIS platforms (e.g., Workday, SAP) and case management tools (e.g., ServiceNow). Communication: Strong interpersonal skills with the ability to communicate complex policies effectively across all organizational levels. Analytical Skills: Ability to analyze data and improve workflows for better service delivery. Travel Requirements: Ability to travel approximately 15% Base salary and/or rate of pay ranges list

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