Payroll Specialist II

Overview

This role involves providing full end-to-end payroll processing support for managed payroll customers within a fast-paced, remote team environment. The Payroll Specialist II will manage multiple customers with varying deadlines, support payroll, tax, and garnishment customers across service levels, and assist with Workday payroll configuration and year-end processes.

Responsibilities

• Serve as the named specialist for managed payroll and payroll administrative customers; support other payroll, tax, and garnishment customers as needed.
• Manage and respond to daily cases to meet service level agreements and maintain high client satisfaction.
• Address internal escalated cases from payroll teams and other stakeholders.
• Resolve customer issues timely, handle escalations, perform root cause analysis, and implement corrective actions.
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transitions and other service area calls such as tax.
• Configure basic to medium complexity Workday pay components, deductions, run categories, and support year-end processes.
• Troubleshoot quarter and year-end audit reports and provide recommendations to customers.
• Meet quality and production metrics and maintain payroll services support documentation.
• Collaborate extensively with peers and customer teams to support customers and resolve requests.
• Contribute to team improvements and remain open to new ideas and procedures.

Competencies

• Excellent critical thinking, consultative, and problem-solving skills.
• Strong communication skills with an emphasis on outstanding customer service.
• Strong organizational skills with the ability to multitask and support multiple customers effectively.
• Detail-oriented with good time management and accuracy.
• Ability to establish and maintain effective working relationships.
• Strong analytical, data entry, and research skills.
• Self-directed workload management with the ability to meet tight deadlines and competing demands.
• Excellent problem-solving and mathematical skills.
• Strong understanding of payroll processes and procedures.
• Ability to exercise independent judgment and a sense of urgency.

Qualifications

Education/Certification

• Associate's degree required.

Required Experience and Skills

• Minimum 3 years of payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting.
• Minimum 3 years of customer experience or equivalent skills.
• Advanced proficiency in Microsoft Word and Excel.
• Strong understanding of payroll taxes, intermediate payroll configuration, and payroll compliance.
• Experience with multi-jurisdiction tax, payroll year-end, W-2 support, and adjustments.
• Strong written and verbal communication skills.

Preferred Experience

• Experience in an outsourcing environment related to payroll or tax.
• Experience with Workday and Salesforce programs.

Compensation & Benefits

Details regarding compensation and benefits are not specified in this description.

Location

This is a remote position.