Coordinator, Payroll Client Services - AMER

Overview

The Coordinator, Payroll Client Services role resolves customer payroll inquiries and supports smooth payroll operations. The position focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently, using documentation and established escalation paths while building foundational payroll expertise.

As experience increases, coordinators are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.

Responsibilities

Client Issue Resolution

• Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Provide timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).
• Handle inquiries according to defined workflows and expectations, including Remote values and Remote Customer Code.
• Gather necessary information to diagnose payroll issues accurately using available tools, documentation, and customer information.
• Escalate complex cases to senior team members following defined workflows.
• Document issue details and resolution steps clearly.

Customer Communication

• Provide timely updates to customers on issue status and resolution timelines.
• Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Maintain professionalism and clarity in all written and verbal communication with customers.

Operational Process Execution

• Follow internal workflows and support documentation to resolve cases consistently.
• Ensure accurate documentation of support tickets and case outcomes.
• Adhere to defined SLAs and operational guidelines.

Learning & Knowledge Development

• Identify recurring issues or gaps in documentation or processes to improve team efficiency.
• Build foundational understanding of payroll concepts and processes.
• Learn payroll rules and compliance considerations in supported regions.
• Seek guidance from senior team members when encountering unfamiliar issues.

Requirements

• Strong attention to detail.
• Clear communication skills with customers.
• Ability to follow structured operational processes.
• Experience resolving customer inquiries using established workflows, documentation, and escalation paths (or demonstrated ability to learn quickly and apply them).

Location

• AMER

Start Date

• As soon as possible

Application Process

1. AI Interview
2. Interview with recruiter
3. Interview with team members
4. Interview with future manager
5. Bar Raiser Interview
6. Prior employment verification check