Senior Specialist, HR Services (Benefits) Support Global Benefits O'Fallon, Missouri ID-2376

December 2, 2024

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Overview

People Services is a part of Mastercard’s Global Business Services Center (GBSC) HR shared service center and is responsible for ensuring support in resolving employee’s HR inquiries and supporting HR programs and processes on a global basis. The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences.

The position for, Senior Specialist, HR Services will provide Tier 2 Benefit support to all employees across North America and other regions, with a high degree of customer satisfaction, expertise, and timeliness. The role is based in O’Fallon, MO and will support multiple regions.

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Support includes handling more advanced and complex inquiries utilizing the HR Knowledgebase and liaising with external vendors on the benefits programs.

Have you supported a global HR operations function responding to and resolving employee inquiries?
Do you have a continuous process improvement mindset?
Have you supported an employee population resolving inquiries related to HR policies, processes, programs and systems?
Do you have a passion for people?
Are you motivated by solving inquiries with compassion and confidentiality?
Are you an HR professional with high energy and commitment to responding quickly and accurately?
Are you excellent with attention to detail and pride yourself on accuracy?
Do you enjoy working in a fast-paced environment?

Role

Professionally, efficiently, and accurately, respond to HR benefits inquiries
Provide Tier-2 resolutions to employee’s queries received via AskPeopleServices
Manage partnership of benefits vendors and insurance brokers to ensure consistent quality, delivery, compliance with SLA and cost effectiveness
Partner with benefit vendors and insurance brokers to administer benefit plans for all employees across multiple regions supporting Global Benefits Team
Partner with benefit vendors, validated vendors’ bills/invoices in accordance to contractual terms and oversee the processing of monthly payments all benefits programs, including reconciliations of employee census
Responses made in a timely manner with a high level of customer service orientation in accordance with established Service Level Agreements (SLA’s)
Provide high touch employee service that meets expected service levels and business performance goals.
Interact with internal (COEs, HR Field teams) to obtain needed information to manage work to completion as well as training others within and outside the department on benefit related items
Ensure audit compliance through working weekly discrepancy reports
Manage confidential data in a professional manner and according to HIPPA rules and MasterCard confidentiality requirements
Contribute information to build the AskHR knowledgebase and develop user-experience documentation (How To documents).
Operate in partnership with HR teams and colleagues across all regions to ensure the consistent and effective delivery of HR support and HR systems related actions.
Develop knowledge, skills, and understanding of the region / country it supports by participating in knowledge sharing activities with other members of the team.
Perform detailed root cause analysis and troubleshooting regarding HR inquiries and where possible, work with HRIS team to implement preventative solutions
Responsible for overall benefit administration of plans

All About You

A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed.
Ability to manage multiple tasks simultaneously acquired through previous experience in related field.
Strong problem solving and troubleshooting skills
Broad knowledge of HR concepts and terminology
Strong emphasis on customer service
High level of accuracy and attention to detail
Work effectively in dynamic, time-sensitive, high volume environment
Collaborative – team oriented
Professional demeanor
Proficient in speaking and writing in English
Ability to work with minimal supervision
Strong time management and organizational skills
Ability to follow policies and procedures
Results-oriented, strong follow-through skills
Excellent communication skills, ability to explain processes and policies effectively
Excellent MS Office Suite Skills: Excel, Word, and Outlook
Workday experience a plus
Previous Benefit Administration experience needed

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Senior Specialist, HR Services (Benefits) Support Global Benefits O'Fallon, Missouri ID-2376

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Other Jobs You May Be Interested In

Senior Specialist, HR Services (Benefits) Support Global Benefits O'Fallon, Missouri ID-2376

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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