Pay Admin Specialist

Overview

The Pay Administration Specialist provides payroll administration services and customer support to a defined book of customers. This role manages daily case work, responds to Workday and payroll questions, troubleshoots quarter-end and year-end audit needs, and partners with customers on 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 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

Competencies

• Critical Thinking and Consultative Approach: Analyze customer issues, weigh trade-offs, and recommend practical solutions that consider customer-specific context
• Analytical and Research Skills: Research payroll and Workday issues, analyze data, and apply findings to recommendations and resolutions
• Customer Service: Maintain a professional, service-oriented approach; communicate clearly in writing, by phone, and in customer-facing meetings
• Workload and Priority Management: Manage multiple customers and competing deadlines; triage and re-prioritize as conditions shift
• Payroll Knowledge: Demonstrate working knowledge of payroll fundamentals, processes, and compliance requirements; apply to customer support
• Compliance Awareness: Understand federal, state, and local payroll tax requirements, year-end and W-2 compliance considerations, and apply to customer guidance and audit troubleshooting
• Technical Aptitude: Learn Workday and supporting systems quickly; contribute to effective use of automation and standard tools
• Process Orientation: Follow established procedures, identify improvement opportunities, and escalate systemic issues with appropriate context
• Adaptability: Adjust to new processes, system updates/changes, and workload shifts
• Teamwork: Collaborate with peers and partner teams; support colleagues during peak periods

Qualifications

Education/Certification Requirement

• High School diploma or equivalent

Required

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

Preferred

• 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

Location

Not specified