Canada Customer Tax Account Specialist

Overview

This role provides Canada payroll tax services and customer support to a defined book of customers. Responsibilities include managing daily case work, leading customer calls as needed, processing tax remittances accurately and on time, and completing year-end activities including T4, T4A, and Relevé 1 and 2.

Responsibilities

• Serve as the named specialist for assigned Canadian Payroll Tax customers and maintain ongoing relationships through regular contact.
• Manage and respond to customer cases daily within established Service Level Agreements (SLAs), maintaining accurate notes and timely case closure.
• Process payroll tax filings and year-end activities for T4, T4A, Relevé 1 & 2, including amendments.
• Support customers via phone and lead customer calls as needed.
• Respond to escalated cases from internal stakeholders.
• Partner with peers and customer team partners to resolve customer requests and stabilize service delivery.
• Meet accuracy and timeliness SLA requirements, quality and production scorecard targets, and follow security protocols to protect confidential customer data.

Competencies

• Multi-Jurisdiction Payroll Tax Expertise: Working knowledge of Canadian payroll tax rules across federal, provincial, and territorial levels, including CRA and Revenu Québec remittances, CPP/QPP, EI, QPIP, employer health taxes, and provincial workers’ compensation that are supported.
• Critical Thinking and Consultative Approach: Research and analyze Canadian payroll tax issues and help deliver practical solutions for customer-specific scenarios.
• Customer Service: Professional, service-oriented communication in writing, on the phone, and in customer-facing meetings.
• Workload and Priority Management: Ability to manage multiple customers and competing deadlines across daily case work, customer calls, and tax filing and year-end cycles.
• Process Orientation: Follow established procedures consistently, identify process improvement opportunities, and escalate systemic issues with appropriate context.
• Mathematical Aptitude: Comfortable with payroll tax calculations, reconciliations, and financial concepts.
• Adaptability: Adjust effectively to changes in customer requirements, regulatory updates, system changes, and shifting workloads.
• Teamwork and Mentorship: Collaborate across teams, contribute to shared goals, and share expertise with less experienced specialists.

Requirements

• Education/Certification: High School Diploma or Equivalent
• Experience (Required):
  • 2+ years of Canadian payroll or payroll tax experience involving research, troubleshooting, and employee/customer support.
  • Demonstrated knowledge of Canadian multi-jurisdiction payroll tax, including CRA and Revenu Quebec remittances, CPP/QPP, EI, QPIP, and year-end T4, T4A, and Relevé 1 & 2 activities.
  • Proven ability to manage multiple priorities.
  • Comfort with phone-based customer communication, including leading customer calls.
  • Strong written and verbal communication skills.
  • Proficiency with Microsoft Office Suite, particularly Outlook, Teams, and Excel, including pivot tables.

Preferred Qualifications

• Experience with Workday Payroll or Workday Tax.
• PCP (Payroll Compliance Professional) or PLP (Payroll Leadership Professional) designation through the National Payroll Institute.
• Experience in an outsourcing or shared services environment.
• Experience with Salesforce or similar case management tools.
• Bilingual French and English communication skills.
• Associate's degree or higher in Accounting, Business, or a related field.

Compensation & Benefits

Not provided in the source description.

Location

Not provided in the source description.