Overview
This remote role provides full end-to-end payroll processing support for the organization’s Managed Payroll customers. You will manage multiple customers with different deadlines in a fast-paced customer team environment. In addition to supporting specific managed customers, you will also provide support to customers across all service levels as needed. Workday payroll configuration and year-end support are part of the role.
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 customer cases daily to ensure service level agreements and high customer satisfaction.
- Respond to internal escalated cases from the payroll team and other internal stakeholders.
- Ensure timely resolution of customer issues, including handling customer escalations; conduct and document Root Cause Analysis; implement 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 make recommendations to customers.
- Meet quality and production metrics and scorecards.
- Maintain payroll services support documentation.
- Collaborate 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
Preferred Qualifications
- Experience in an outsourcing environment (payroll or tax)
- Workday and Salesforce program experience
Compensation & Benefits
Not specified in the job description.
Location
Remote