EBS HR Connect Representative

The Mosaic Company (NYSE: MOS) is the world’s leading integrated producer of concentrated phosphate and potash—two of the three most important nutrients in agriculture. We employ more than 13,000 people in six countries to serve farmers all over the world. Our Headquarters is in Lithia, Florida with operations throughout North America (U.S./Canada) and South America.
The EBS HR Operations Representative will act as a second-level resource within HR Connect, providing advanced customer service support to employees by addressing their inquiries and questions The role focuses on resolving complex HR transactions, analyzing problems to identify root causes, and enhancing overall system functionality. The representative provides information on company policies, procedures, and programs, processes various system changes, and updates HR systems. The role ensures efficient and compliant service delivery in line with Mosaic policies, state/provincial laws, and federal regulations is essential.
Where will you work: Hybrid (3 days in office - Lithia, FL)
What will you do:
Collaborating efficiently and effectively with team members across functional areas, seeking input and assistance as needed.
Responsibilities include processing advanced transactions through Service Now tickets and Workday inbox items, adhering to established performance standards including quality and timeliness.
This encompasses primary support for tasks such as US and CA terminations, job and organizational changes, CA leaves, anniversary award processing, job profile updates and code assignments, DOT process management, escalated items, and related activities.
Additionally, the role requires sharing relevant information to ensure transparent knowledge transfer and enhance the overall capability of the HR functional team, while maintaining confidentiality in all transactions.
Provides secondary support for various tasks, including job bidding, onboarding requirements, tuition reimbursement, basic job changes, badging, union membership updates, unlocking timecards, and job qualification updates.
Depending on training level and business needs, the role may involve performing more advanced transactions.
Additionally, this position is responsible for processing and supporting HR requests such as benefit plan enrollment forms and employee separation/leaves documentation.
The role also includes providing basic support, education, and direction to people leaders as needed, and preparing and sending all required information to the Payroll team before the closing of time and attendance.
All incoming inquiries and documents are entered in detail into the case management system to ensure a seamless transition from one representative to another.
Backup responsibilities for handling incoming calls, responding to voicemails, and converting calls and questions into tickets for closure or further vetting.
This also involves managing incoming tickets in the HRC Queue and transferring them to the appropriate HR service for immediate processing.
Reviewing documentation and providing timely status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area teams to ensure case resolution.
This includes responding to questions on standard administrative procedures and practices through multiple channels (e.g., ServiceNow, email, phone) as well as creating and/or updating SOPs as needed.
The role also involves educating HR customers, encouraging and assisting with self-service tools when appropriate, and escalating non-routine matters to the appropriate individuals.
Participates in audit requests, preparing and reviewing documents, engaging in project work, and handling other ad hoc items as requested.
What will you need:
High School diploma or equivalent
Bachelor's degree in human resources/business administration preferred
Microsoft Office Suite experience required
Excellent telephone communication skills
Ability to build strong relationships and collaborate with employees at all levels within the organization across Mosaic
5 or more years of HR/payroll administrative or supporting role experience/Customer service experience
Demonstrated problem-solving, analytical and judgement skills & ability to handle highly confidential and sensitive information
Strong customer service skills, including meeting quality standards for services