HR Shared Services Tier 1.5 - Transactions Specialist

The HRSS Tier 1.5 - Transactions Specialist in our HR Shared Services Contact Center, supports the department in the administration of transactions for all HR areas. This role will service overflow calls and cases from Tier 1, and participate in special projects to support initiatives for all areas of Human Resources. This role will expedite and process transactions in our human capital management system that are not fully automated. Work with multiple technical platforms to processes HR transactions in accordance with State and Federal guidelines. This role processes cases and transactions within established quality measures and SLAs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Complete transactions such as: union progression job changes, gaming registration, move time off balance, employment verifications, benefits events, hire transactions, legal name changes, union membership seniority, etc.
• Review employee provided documents to ensure compliance with MGM Resorts policies and procedures.
• Assist in the day-to-day administration of MGM Resorts Health and Welfare Plans for all Benefits eligible employees.
• Performs scheduled and ad hoc quality assurance audits on benefits administration data.
• Administer, implement, and maintain standard records, timelines and tracking mechanisms relative to absence management.
• Works with federal and state agencies (Department of Labor, Gaming Control Board) and Internal audit to ensure compliance is met with all business transactions.
• Resolve and process cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement.
• Meet or exceed goals and key performance indicators for optimal delivery of service to all customers
• Identify issues and makes recommendations for process improvements.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• One (1) years in customer service, inbound call centers, or related experience
• Prior experience working with human capital management systems and case management systems

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Nevada Gaming Registration

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must possess strong customer services orientation with the ability to navigate complex conversations, determine customer needs and provide solutions that satisfy customers
• Utilize critical thinking skills and understand process to troubleshoot and resolve issues
• Use best judgement to determine next steps and the necessity when to escalate
• Know how to deescalate high tension situations while reassuring callers they will receive assistance with the utmost care and attention
• Able to effectively communicate in English, in both written and oral forms
• Ability to listen and discern the true need of our customers to determine the appropriate resolution
• Maintain a professional, neat, and well-groomed appearance adhering to MGM Resorts International standards
• Interpersonal skills to effectively communicate with all business contacts and handle all issues that may be sensitive in nature
• Maintain high degree of confidentiality
• Ability to handle difficult situations and escalated customer calls
• Professional individual needing minimal supervision and the ability to utilize critical thinking skills
• Work varied shifts, to include weekends and holidays

Location:
Las Vegas, Nevada