Training & Support Specialist-Finance

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, really, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Training & Support Spec-Finance.

In this role, the successful candidate primary functions of the Training & Support Specialist are to provide excellent customer service, analysis and train as it relates to the Kronos system. Additionally, review business processes related to Finance Training & Support in order to gain a complete understanding of the current procedures, identify improvements, document current and updated processes while working with the team to maintain and improve customer service and training provided to the end users. The Specialist will also plan, produce and/or administer training programs within the Finance Division of NYU Langone Health, with focus on developing a partnership between Finance and the NYULH community in order to improve customer relations and service.

Job Responsibilities:

• Performs other duties as assigned.
• Identify problematic areas of business processes, conduct necessary data analyses, and provide alternatives and recommendations for changes when and where necessary.
• Ability to quickly onboard to institutional projects related to system implementations, enhancements, and/or changes.
• Identify training and/or documentation opportunities by evaluating root cause of support cases.
• Asses training program effectiveness to ensure continuous improvement of training materials and/or courses.
• Specialization in Kronos. This specialization includes the ability to hold trainings on the system for internal employees.
• Demonstrates creative thinking when seeking alternative solutions to process challenges and issues. Respects and maintains confidentiality of all information within NYULH.
• Efficiently organizes and manages tasks/projects. Assists in fostering a partnership between departments and its customers to improve relations, service and process. Communicates clearly and concisely with customers in a professional and timely manner.
• Participates in evaluation and redesign, as necessary, of internal processes.
• Assist in the monitoring, updating and enforcing policies and procedures.
• Provides a willingness to take direction from the Supervisor. Promote staff development, mentoring and coaching to other Specialists through motivation, support and providing an atmosphere of integrity and trust.
• Log all inbound phone calls and correspondence to Salesforce for proper handling and resolution.
• Provide highest level of customer service to all customers. Support is provided one on one, over the phone or via Salesforce and must maintain the highest degree of confidentiality.
• Accurately and thoroughly document all appropriate communications pertaining to employee inquiries and resolution in the case management system (Salesforce).
• Resolve all customer issues in a professional, qualitative and responsive manner (evidenced by overall customer satisfaction and performance metrics).
• Analyze, research, and resolve inquiries related to Kronos. This includes the ability to understand, interpret, and explain.

Minimum Qualifications:
To qualify you must have a Bachelor's Degree plus 2 years of experience in timekeeping and/or payroll, or equivalent combination of education and experience.
Experience in the Microsoft office suite is a must. The Specialist should exhibit sound knowledge of the institution. Must have strong communication skills and should proactively monitor customer satisfaction and the quality of the services provided.

Preferred Qualifications:
Strong telephone etiquette. Ability to work independently. Ability to maintain confidentiality. Previous customer service experience. Demonstrate analytical ability, technical and quality orientation in problem resolution and servicing. Excellent communication/negotiation skills, both oral and written, since position requires contact with all levels of customer and internal personnel. Must be able to manage customer base in organized, proactive and independent manner to meet all requires timeframes and commitments.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.