Overview
This role provides full end-to-end payroll processing support for the employer’s Managed Payroll customers. You will manage multiple customers with different deadlines in a fast-paced, remote customer support environment. In addition to supporting specific managed customers, you will also support customers across all service levels as needed by leaders and the business.
Workday payroll configuration and year-end support are required.
Responsibilities
- Act as a named specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers as needed.
- Manage and respond to customer cases daily to ensure service level agreements and high client satisfaction.
- Respond to internal escalated cases from the payroll team and other internal stakeholders.
- Manage timely resolution of customer issues, including 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 (e.g., 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 make recommendations to customers.
- Meet quality and production metrics and scorecards.
- Maintain payroll services support documentation.
- Collaborate extensively with peers and customer teams to resolve requests and support customers.
Requirements
Education/Certification
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
Competencies
- Excellent critical thinking, consultative, and problem-solving skills
- Strong customer-service-focused communication skills
- Strong organizational skills, including the ability to multi-task, support multiple customers effectively, remain detail oriented, and manage time with accuracy
- Ability to establish and maintain effective working relationships
- Strong analytical, data entry, and research skills
- Self-directed workload management with ability to meet tight deadlines and competing demand
- Excellent problem-solving and mathematical skills
- Strong understanding of payroll processes and procedures
- Exercises independent judgment and a sense of urgency
Preferred Qualifications
- Experience in an outsourcing environment (payroll or tax), and experience with Workday and Salesforce programs
Location
Remote