[Hiring] Specialist, People Solutions Center @CNX

Role Description

The US Subject Matter Expert (SME) serves as the functional authority and escalation owner for compliance-critical United States People Solutions processes, including:

• US Benefits
• US Accommodations
• Form I‑9 Compliance
• US Unemployment
• US Work Authorization

This role is responsible for ensuring accurate interpretation of policy and regulation, consistent application of best practices, operational governance, and advisor enablement across PSC teams.

Key Responsibilities

• Functional & Process Ownership
  • Act as the primary subject matter expert for US Benefits, US Accommodations, Form I‑9 employment eligibility compliance, US Unemployment claim support, and US Work Authorization guidance.
  • Provide authoritative interpretation of policy, regulations, and internal standards across all supported processes.
  • Ensure consistent execution of processes across PSC teams.
• Compliance & Governance
  • Own, maintain, and periodically review SOPs and knowledge base documentation to ensure accuracy, compliance alignment, and operational clarity.
  • Support internal audits, compliance reviews, and quality assessments.
  • Identify and proactively address compliance risks or gaps.
  • Partner closely with PSC leadership to support governance and risk mitigation efforts.
• Escalation Management
  • Serve as the final point of escalation for complex and high-risk cases.
  • Resolve escalations within established service level expectations.
  • Identify escalation trends and recommend process or training improvements.
  • Reduce dependency on supervisory escalation paths through proactive guidance.
• Advisor Enablement & Support
  • Provide real-time guidance and consultation to PSC advisors and case coordinators.
  • Serve as a trusted resource for supervisors and leaders on complex case interpretation.
  • Support improved first-contact resolution and decision accuracy.
  • Enable consistent application of best practices across teams.
• Training & Knowledge Management
  • Develop and deliver onboarding support for new hires supporting US processes.
  • Deliver refresher training to close knowledge gaps and address emerging trends.
  • Simplify and organize knowledge base content to improve usability and accessibility.
  • Support continuous capability uplift across PSC teams.

Success Measures (KPIs)

• 100% of escalations resolved within defined SLAs
• Sustained First Contact Resolution (FCR) of ≥ 95%
• 100% compliance with SOP review and governance cadence
• Measurable improvement in QA outcomes following training interventions
• Reduced supervisor dependency for technical decision-making

Qualifications

• 2–3 years of demonstrated experience supporting US HR or People Solutions processes, preferably in a centralized service or shared services model
• Strong working knowledge of US compliance-driven HR processes, including eligibility, accommodations, benefits, or related functions
• Experience handling complex escalations, compliance-sensitive cases, or audit support
• Advanced analytical and critical-thinking skills
• Strong written and verbal communication skills
• Ability to interpret and apply policy consistently
• Proven ability to coach, educate, and influence peers and leaders
• High attention to detail and documentation accuracy

Preferred Qualifications

• Bachelor's degree in human resources or a related field
• Previous SME, Senior Advisor, or Specialist experience within PSC or a comparable environment
• Experience supporting healthcare, insurance, or regulated employee programs
• Familiarity with compliance and quality assurance standards in US HR operations

Location

CRI Work-at-Home

Language Requirements

English

Time Type

Full time