Pay Admin Specialist

Overview

This role provides payroll administration services and customer support to a defined book of customers. You will manage daily case work, respond to Workday and payroll questions, troubleshoot quarter-end and year-end audit issues, and partner with customers during quarterly business discussions.

Responsibilities

• Serve as the named specialist for assigned Pay Administration customers and manage/respond to customer cases within established Service Level Agreements (SLAs)
• Assist customers with payroll-related questions and support Workday functionality questions in alignment with established Standard Operating Procedures
• Troubleshoot quarter-end and year-end audit reports and provide recommendations to customers
• Lead quarterly customer touchpoints and operational discussions, including service overviews, status updates, and improvement recommendations
• Collaborate with peers and partner teams to resolve customer requests and stabilize service delivery
• Identify workflow and process improvements, contribute ideas, and participate in continuous improvement initiatives
• Maintain customer notes and known issue logs to support consistent service delivery across the team
• Meet quality and production targets across case management and customer-facing activities

Requirements

• High School diploma or equivalent (Required)
• 3+ years of payroll experience, including research, troubleshooting, and employee/customer support (Required)
• Experience with federal, state, and local payroll taxes (Required)
• Experience with quarter-end and year-end payroll processes, including W-2 activities (Required)
• Strong written and verbal communication skills (Required)
• Proficiency with Microsoft Office Suite (Required)

Preferred Qualifications

• Experience with Workday Payroll
• Experience with Salesforce or similar case management tools
• Experience in an outsourcing or shared services environment
• FPC (Fundamental Payroll Certification)
• Associate's degree in Accounting, Business, or a related field

Competencies

• Critical thinking and a consultative approach to analyze issues, weigh trade-offs, and recommend practical solutions based on customer context
• Analytical and research skills to investigate payroll and Workday issues, analyze data, and apply findings to resolutions
• Customer service mindset with professional, service-oriented communication in writing, on the phone, and in meetings
• Workload and priority management to triage and reprioritize across multiple customers and competing deadlines
• Payroll knowledge including payroll fundamentals, processes, and compliance requirements
• Compliance awareness of federal, state, and local payroll tax requirements and year-end/W-2 compliance considerations
• Technical aptitude to learn Workday and supporting systems quickly and apply automation and standard tools
• Process orientation to follow established procedures and escalate systemic issues with appropriate context
• Adaptability to new processes, system updates/changes, and workload shifts
• Teamwork to collaborate with peers and partner teams and support colleagues during peak periods

Compensation & Benefits

Not specified in the provided job description.

Location

#LI-REMOTE