Managed Payroll Specialist

Overview

The Managed Payroll Specialist provides end-to-end payroll processing support for managed payroll customers. This role manages multiple customers with varying deadlines in a fast-paced, remote environment. In addition to supporting specific managed customers, the specialist will also support payroll customers across all service levels as leaders and the business determine necessary. Workday payroll configuration and year-end support are required.

This position requires availability to work 9:00 am - 6:00 pm PST.

Responsibilities

• Serve as a named specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers as needed within the service team
• Manage and respond to cases daily to meet service level agreements and maintain high client satisfaction
• Respond to internal escalations from the payroll team and other internal stakeholders
• Ensure timely resolution of customer issues by handling escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close identified gaps
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed (including tax)
• Configure basic to medium complex Workday pay components, deductions, and run categories; support the year-end process and assist with special projects as needed
• Troubleshoot quarter and year-end audit reports and provide recommendations to customers
• Meet quality and production metrics and scorecards
• Maintain payroll services support documentation
• Collaborate with peers and customer teams to support customers and resolve requests

Requirements

Education/Certification

• Associate's degree

Required

• 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
• 3+ years Customer Experience, or proven skills to operate at this experience level
• Advanced proficiency with Microsoft Word and Excel
• Strong understanding of Payroll Taxes, intermediate Payroll configuration, and Payroll Compliance
• Multi-Jurisdiction tax, Payroll Year End and W-2 support and adjustments experience
• Strong written and verbal communication skills

Skills & Competencies

• Excellent critical thinking, consultative, and problem-solving skills
• Strong communication skills with emphasis on outstanding customer service
• Strong organizational skills; ability to multi-task, support multiple customers effectively, and maintain accuracy and strong time management
• Ability to establish and maintain effective working relationships
• Strong analytical, data entry, and research skills
• Self-directed workload management; ability to meet tight deadlines and manage competing demand
• Excellent problem-solving and mathematical skills
• Strong understanding of payroll processes and procedures
• Independent judgment and strong sense of urgency

Preferred Qualifications

• Experience in an outsourcing environment (payroll or tax)
• Workday and Salesforce program experience

Compensation & Benefits

• Not specified in the provided job description

Location

• Remote position (requires availability 9:00 am - 6:00 pm PST)