Client Service - Product Support Specialist - Tax and Payroll

Overview

This role involves providing consistent, high-quality client support in tax and payroll-related product support. You will research issues, resolve funding-related challenges, and help clients understand requirements, timelines, and next steps. You will serve as a trusted resource for clients and internal stakeholders, using strong analytical and problem-solving skills to navigate complex situations and deliver an exceptional service experience.

Responsibilities

• Research and resolve funding-related and payroll tax service issues
• Review account activity and investigate reported issues
• Assist clients with tax deposits and funding guidelines while enforcing to the Risk Policy
• Communicate with clients and internal stakeholders via phone, email, and/or chat
• Explain complex or sensitive information clearly and professionally
• Document critical information to ensure accurate, timely follow-up and resolution
• Use product and services knowledge to answer client questions and support client understanding
• Identify solutions and recommend best practices and solutions training based on client input
• Maintain strong ethical standards and professionalism in every interaction
• Manage multiple priorities in a fast-paced environment

Requirements

• 2+ years of experience in client service, banking, billing, financial operations, reconciliation, insurance, accounting support, or a related environment involving:
  • researching issues
  • analyzing information
  • resolving client concerns
  • maintaining accurate documentation
• Clear, professional communication skills (over the phone and in writing)
• Strong research, analytical, and problem-solving skills; ability to investigate, evaluate information, identify solutions, and follow matters through to resolution
• Highly organized, detail-oriented approach with strong time management and accurate documentation
• Proficiency in Microsoft Office tools, including Outlook, Word, and Excel
• Adaptable and accountable; ability to manage multiple priorities and embrace change while maintaining a positive attitude
• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Payroll tax experience
• Four years of experience in a banking or financial institution environment

Compensation & Benefits

• Best-in-class benefits start on Day 1
• Company-paid time off for volunteering for causes you care about

Location

Not specified