Payroll Specialist

Overview

A financial holding company and its subsidiaries provide a wide range of business and financial solutions to the small- and medium-sized business (SMB) market across all 50 states. Their services include banking, business lending, electronic payment processing, technology solutions (cloud computing, data backup, IT consulting), eCommerce, accounts receivable and inventory financing, insurance solutions, web services, and payroll and benefits solutions.

The Payroll & Benefits Solutions division offers a comprehensive payroll processing solution via a Human Capital Management (HCM) platform, including payroll management, tax management, HR consulting, pay cards, worker's compensation, Affordable Care Act compliance, applicant tracking, and online benefit enrollment.

Responsibilities

• Assist clients in processing payrolls, onboarding new clients, and supporting clients with unique needs.
• Maintain an assigned base of approximately 175-200 payroll clients, assigned based on knowledge and experience.
• Provide excellent customer service by resolving client issues timely and accurately while maintaining positive working relationships.
• Expand knowledge of payroll and payroll tax rules and regulations to ensure compliance.
• Accurately enter data changes in a timely manner.
• Meet deadlines and ensure payrolls and reports are produced accurately.
• Serve as a single point of contact for clients and coordinate with internal departments to fulfill client needs.
• Handle escalated calls from other payroll team members as needed.
• Support and assist management in training other payroll team members.
• Perform adjustments, reconciliations, audits, and research issues.
• Assist management in documenting workflows, processes, and procedures.
• Coordinate and perform complex payroll/HR/time duties to ensure accurate and timely employee payments.
• Collect, analyze, update, and reconcile payroll data on various schedules (weekly, bi-weekly, monthly, quarterly, annual).
• Research and analyze discrepancies and process appropriate payroll and benefit adjustments.
• Calculate and apply garnishment deduction orders.
• Prepare and send client payroll reports as needed.
• Reconcile all data with client payroll each reporting period.
• Process year-end updates and provide accurate tax reports.
• Prepare off-cycle payrolls and manual checks as necessary.
• Maintain awareness of SSAE16 requirements and ensure compliance.
• Employ root cause analysis, troubleshooting, trending, and preventative measures.
• Process payrolls for new clients to ensure smooth operation.
• Document client notes and issues within the payroll system.
• Provide training to new clients on the online payroll system and reporting tools.

Customer Service

• Monitor all communication channels including email and voicemail to provide timely responses.
• Maintain proper telephone etiquette including posture, tone, clarity, and courtesy.
• Communicate effectively with clients and colleagues to establish positive working relationships.
• Be comfortable engaging with clients via video calls and attending meetings as required.
• Make independent decisions on problem resolution consistent with company policies.
• Escalate significant client issues to senior payroll specialists or management as needed.
• Maintain effective communication and coordination with team members and management.
• Keep management informed of activities and significant client issues.
• Demonstrate initiative by recommending improvements.
• Attend and participate in meetings as required.
• Maintain professionalism and a positive attitude with clients and colleagues.
• Identify client dissatisfaction areas and coordinate resolution with management.

Requirements

• High school diploma or equivalent experience.
• Minimum of 1 year of full-cycle payroll processing experience in a complex environment, preferably within a payroll service bureau.
• Bachelor's degree in accounting or related field preferred.
• Prior experience as a Payroll Client Services Specialist preferred.
• American Payroll Association certification (FPC or CPP) preferred.
• Basic knowledge of federal and state payroll tax laws.
• Experience with at least two payroll/HCM systems such as ADP Workforce Now, Workday, Paychex, or Ceridian; experience with iSolved is a plus.
• Strong client relationship building skills.
• Experience handling mid-size payrolls.
• Good knowledge of payroll and time systems, production environments, and implementation practices.
• Willingness to learn about other business products and solutions.
• Strong oral and written communication skills.
• Ability to follow detailed directions, set priorities, and meet deadlines.
• Ability to work under time constraints and handle unexpected deadlines.
• Resourceful and accountable.
• Ability to maintain cooperative working relationships at all management levels.
• Bilingual skills are a plus or may be required based on company needs.
• Strong interpersonal skills and a positive attitude.
• Attention to accuracy and detail.
• Ability to manage multiple high-priority tasks and adjust to shifting priorities.
• Good analytical and problem-solving skills.
• Flexible and cooperative.
• Ability to handle sensitive data with confidentiality and integrity.
• Excellent work ethic and desire to succeed.
• Proficient in Windows-based applications (Microsoft Office Suite), advanced Excel (v-lookups, pivot tables), and data import/export.
• Familiarity with internal systems (e.g., iSolved) and external systems (e.g., MasterTax).

Compensation & Benefits

• Competitive salary with a performance-based bonus program.
• Comprehensive benefits package including medical, dental, vision, supplemental benefits.
• 401(k) savings plan with employer match.
• Ongoing training on sales techniques, industry knowledge, and competitive landscape to support career growth.

Location

• This is a remote, work-from-home position.

Equal Opportunity

• The employer is an Equal Opportunity Employer (M/F/D/V) and requires all employees to perform work ethically and uphold a Code of Business Conduct and Ethics at all times.