Overview
A Payroll Specialist II role is available to provide comprehensive end-to-end payroll processing support for managed payroll customers. This position involves managing multiple customers with varying deadlines in a fast-paced, remote work environment. The specialist will support specific managed customers as well as assist all payroll customers across service levels as needed. Responsibilities also include Workday payroll configuration and year-end support.
Responsibilities
- Serve as the primary specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers within the service team as required.
- 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.
- Ensure timely resolution of customer issues, including handling escalations, performing and documenting Root Cause Analysis, and implementing 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; support year-end processes and assist with special projects as needed.
- 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 environment 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 while maintaining attention to detail and time management.
- 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 handle 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 demonstrated skills at this level.
- 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 Qualifications
- Experience in an outsourcing environment related to payroll or tax.
- Experience with Workday and Salesforce programs.
Location
This is a remote position.
Compensation & Benefits
Details regarding compensation and benefits are not specified in this listing.