Overview
The Managed Payroll Specialist provides payroll processing, technical support, training, and customer service for one or multiple clients of various sizes and industries. This role serves as a primary point of contact to support customer satisfaction and retention. The Specialist ensures assigned client payrolls are 100% accurate, that users are appropriately trained, and that requests for assistance, questions, and fixes are answered in a timely manner.
In addition, the Specialist analyzes and tests potential solutions to customer inquiries with the customer’s needs in mind. When problems are complex, the Specialist demonstrates empathy, takes responsibility for resolution, asks for help as needed, and handles issues with an understanding of urgency and criticality.
Responsibilities
- Process payroll for multiple clients
- Manage timelines and send reminders
- Perform payroll maintenance (status changes, leaves, PTO, court-ordered deductions)
- Close time, share pre-payroll reports for approval, and process/share post-payroll reports
- Run manual checks and off-cycle runs as needed
- Produce wage statements and complete verifications of employment
- Payroll process improvement
- Proactively evaluate current client and internal processes for effectiveness and accuracy
- Document current processes
- Continue education on payroll knowledge, laws, and system capabilities
- Administer the ticketing system effectively
- Client training
- Coordinate with trainers to provide iSolved training for clients
- Time, benefits, and tax coordination
- Coordinate with Time, Benefits and Tax SMEs to build processes that meet client goals and deadlines
- Client retention and service
- Meet payroll compliance and client expectations
- Respond to tickets in under 90 minutes and pick up the phone when appropriate
- Maintain a minimum NPS score of 70 or greater
- Support controlled client retention of 98% by following up on problems and inquiries to ensure full resolution
Requirements
- Ability to process payrolls accurately and manage payroll timelines end to end (including pre-payroll approval steps and post-payroll reporting)
- Experience using a ticketing system and providing timely customer support
- Ability to coordinate training for clients using iSolved
- Strong understanding of payroll processes, including time, benefits, and tax coordination
Compensation & Benefits
Not specified in the provided job description.
Location
Not specified in the provided job description.