Overview
The organization is seeking a Managed Payroll Specialist to provide full end-to-end payroll processing support for managed payroll customers. This role manages multiple customers with varying deadlines in a fast-paced environment and includes day-to-day support, Workday payroll configuration, and year-end support. Additional coverage across all service levels may be required as leaders and the business determine.
Responsibilities
- Serve as the named Specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers as needed.
- Manage and respond to cases daily to ensure service level agreements and high client satisfaction.
- Respond to internal escalated cases from the payroll team and other internal stakeholders.
- Ensure timely resolution of customer issues, including handling escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close 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 with peers and customer teams to support customers and resolve requests.
- Work in a team environment and contribute to process improvements with an openness to new ideas and procedures.
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
Preferred Qualifications
- Experience in an outsourcing environment (payroll or tax)
- Workday and Salesforce programs experience
Compensation & Benefits
Not specified in the provided description.
Location
Remote