Senior Associate, Special Handling Group (SHG)

# About Strada At Strada, we believe that the most advanced companies are driven by people. Bringing people together and forging deep partnerships is what ultimately enables businesses to thrive. Our mission is to connect passion with purpose through human insights and cloud technology, enabling confident decisions for life. Join us and be part of a team that’s transforming lives through innovation, empathy, and excellence. Learn more at https://stradaglobal.com/about-us/careers/ # Your Impact The Senior Associate for the Special Handling Group (SHG) serves as a Tier II Problem Resolution Specialist supporting Strada’s Human Resources Outsourcing (HRO) clients. This role manages escalated and complex customer issues through inbound/outbound calls, email, and system tickets. The position requires strong analytical thinking, excellent communication skills, and the ability to handle non-routine situations with minimal supervision while ensuring high-quality service delivery. # What You’ll Do - Serve as a Tier II customer contact, providing expert support for escalated or complex HR-related inquiries. - Respond to customers courteously and professionally using Strada policies and procedures. - Listen attentively, demonstrate empathy, and clearly identify customer needs. - Complete real-time data input and resolve issues at first contact whenever possible. - Confirm customer understanding of solutions and offer additional education beyond Tier 1 scope as needed. - Document interactions and update customer tickets. - Transfer misdirected inquiries to correct departments. - Provide recommendations to improve customer satisfaction and processes. - Participate in performance-improvement initiatives. - Apply conceptual thinking to resolve unstructured problems. - Provide solutions to non-standard issues; escalate when necessary. - Support Team Leaders and assist in new hire training. - Maintain broad knowledge of NGA HR/Strada HR services. # What You Bring - High school diploma or GED - 1+ year customer service experience - Basic computer proficiency - Strong customer service and communication skills - Ability to work in a structured, performance-based environment - Strong organizational skills # Why Strada? - Flexible Work Options: While this role is 100% in-office, Strada supports flexible work arrangements across many roles. - Comprehensive Benefits: Health, wellness, retirement, paid leave, education support, and more. - Inclusive Culture: We celebrate diversity and foster an environment where everyone belongs. - Growth Opportunities: Training, mentorship, and career development in a global organization. # Additional Information - Employment is contingent upon successful completion of background checks. - Applicants must have authorization to work in the U.S. without current or future visa sponsorship. - Strada is an Equal Opportunity Employer and committed to diversity, equity, and inclusion. **At Strada, our values guide everything we do:** - **Anticipate Customer Needs** – We stay ahead of trends so our customers can grow and succeed. - **Own the Outcome** – We take responsibility for delivering excellence and ensuring things get done right. - **Challenge Ourselves to Work Smarter** – We move faster than the world around us to drive change and accomplish more. - **Empower Each Other to Solve Problems** – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions. - **Care About Our Work** – We understand that what we do impacts millions, and we have a responsibility to get it right. **Benefits** At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more. All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include…