Overview
This role provides end-to-end payroll processing support for Managed Payroll customers. Responsibilities include managing multiple customers with varying deadlines in a fast-paced, remote customer-team environment. In addition to supporting specific managed customers, the specialist will support customers across all service levels as needed by leadership and business priorities.
Workday payroll configuration and year-end support are required, along with day-to-day case and escalations management.
Responsibilities
- Act as the 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 meet service level agreements and maintain 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 identified gaps.
- Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transitions 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 support requests and resolve issues.
- Contribute to continuous improvement by working in a team environment and remaining open 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 and/or tax), and familiarity with Workday and Salesforce programs.
Compensation & Benefits
Not specified.
Location
Remote