• Provide guidance and resolution of HR issues • Deliver world class care experiences for employees • Contribute to continuous improvement of workforce experience • Partner closely with centers of excellence for program improvement • Deliver personalized care through chat/phone/case work • Coach end users through HR technology systems

• Provide guidance and resolution of HR issues across the breadth of HR’s services and offerings including, but not limited to: benefits, payroll, workplace accommodations, global mobility, compensation, talent development, etc. • Deliver world class care experiences that helps our employees get back to doing the best work of their lives • Contribute to a highly collaborative, cross-functional team dedicated to continuous improvement of the workforce experience • Partner closely with centers of excellence to influence improvement in programs and offerings based on voice of customer and customer experience • Deliver personalized care experiences and effective partnership through multiple modes of communication to include chat/phone/case work • Coach end users through use of HR technology systems and SaaS applications

• Responsible with the knowledge transfer (end to end process, tools, process flow, market specifics). • Support of HR in the HR administrative function and also payroll activities. Is the primary point of contact between HR and employees • Administer employee life-cycle programs depending on the scope of responsibilities (stream or market based) • Preparing necessary documents for employees • Review/Audit HRO transactions (action & reasons) to provide expert opinion on whether the transaction follows policies & process • Work closely with Operations Team to provide feedback on quality • Conduct Quality meetings with the team to analyze errors. Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis • Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure) • Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hyper care required to improve quality performance • Contribute towards the process of ‘define, update, innovate’ the quality frameworks to meet client expectations and raising the bar, continuously on Quality. Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process • Implementation and effective usage of different Quality Check Tools, best practices, and procedures • Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds • Accountable for performance standards for the assigned set of analysts Quality Performance benchmarks & continuous improvement in a weekly/monthly manner • Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists. Also engage in refresher training as per training need identifications & action plans for continuous improvement • Assures HR policies and processes are followed by all involved parties for assigned scope as per process agreements (escalate inconsistencies) • Establish and/or update process documentation (standard operating procedures, process maps, template creation) • Constantly strive for process improvements by identifying process gaps and participating in improvements initiatives within own area of responsibility and by sharing across team • Ensure services delivered are in accordance with established Service level Agreement (SLA) and internal Key Performance Indicators (KPI) • Complete mandatory trainings and assignments in timely manner • To perform other duties as assigned by the Team Lead as and when required.

First Student is hiring an Area Candidate Experience Specialist New Jersey. This is a Remote position! Job Description Summary The Candidate Experience Specialist (CX Specialist) is responsible for guiding candidates (drivers, attendants, and other location staff) through their onboarding journey, from the official offer of employment to the start of their in-person training. Acting as the main point of contact for new hires, the CX Specialist ensures a seamless and positive experience by coordinating training schedules (remote, onsite, or hybrid), completing all hiring documentation, and managing background and compliance checks. Major Responsibilities Candidate Onboarding and Support: - Guide candidates through the full onboarding journey, including the official offer, hiring documentation, and compliance requirements. - Ensure candidates are scheduled for all appropriate training (remote, onsite, or a mix) and are prepared for their first day of in-person training at their designated location. - Serve as the primary point of contact for all new hires, addressing questions and providing support throughout the onboarding process. Documentation and Compliance: - Ensure all hiring documentation is completed accurately, including background checks and compliance-related forms, in adherence to company and legal standards. - Maintain up-to-date records of candidate progress and documentation within the Applicant Tracking System (ATS) and other company systems. Coordination with Internal Teams: - Collaborate with Talent Acquisition, HR, Employment Standards, Training, Safety, and Operations teams to facilitate smooth onboarding and compliance processes. - Communicate regularly with training teams and location managers to coordinate schedules and ensure candidates are prepared for their training. System and Process Management: - Utilize the ATS and other tools to manage candidate activity and movement throughout the onboarding process. - Keep informed of updates in systems and processes related to hiring and onboarding. Candidate Experience and Engagement: - Foster relationships with candidates to enhance their experience, ensuring timely communication and support. - Address candidate concerns proactively and provides updates to maintain engagement and interest until training begins. Metrics and Reporting: - Monitor and report on key performance indicators (KPIs), such as time-to-hire, onboarding completion rates, and training readiness, to support continuous improvement. - Identify and act on trends or potential delays in the onboarding process. Compliance and Best Practices: - Ensure recruiting and onboarding practices align with EEO legislation, Affirmative Action, ADA requirements, and company policies. - Maintain a strong knowledge of compliant hiring practices and apply them consistently. Customer Service Excellence: - Provide exceptional customer service to candidates and internal teams, maintaining effective working relationships across all stakeholders. Continuous Improvement: - Stay updated on industry trends and best practices in candidate experience and onboarding. - Suggest and implement process improvements to enhance the efficiency and quality of the onboarding journey. Additional Duties: - Perform other duties as assigned to support the team and company’s goals. Minimum Education or Certifications Required - High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred. Minimum Experience or Skills Required - 1+ years of experience in customer service, onboarding, recruiting, or a related HR function. - Experience working in a metrics-driven environment. - Familiarity with ATS or CRM systems and proficiency in Microsoft Office Suite. - Strong attention to detail and organizational skills. - Excellent verbal and written communication skills. - High sense of urgency with effective time management. Physical Requirements and Working Conditions - Remote work environment with the ability to utilize standard office equipment. - May require minimal travel to company locations for team meetings or training (if applicable). First for a reason: At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer. In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.