Managed Payroll Specialist

Overview

This role provides end-to-end payroll processing support for managed payroll customers in a fast-paced, service-focused environment. The position manages multiple customers with varying deadlines and supports customers across service levels as determined by business needs. In addition to daily support, Workday payroll configuration and year-end support are required.

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 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 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, run categories, and support the year-end process; 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.
• Work in a team environment and contribute to process improvements; remain open to new ideas and procedures.

Requirements

Education/Certification Requirement

• Associate's degree

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 communication skills with emphasis on outstanding customer service
• Strong organizational skills with the ability to multi-task, support multiple customers effectively, and remain detail oriented with strong time management and 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 demands
• 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, tax), plus experience with Workday and Salesforce programs

Compensation & Benefits

Not specified in the provided job description.

Location

Remote position in a customer team environment.