Payroll Specialist II

Overview

This role involves providing full end-to-end payroll processing support for managed payroll customers. The Payroll Specialist II will manage multiple customers with various deadlines in a fast-paced, remote work environment. In addition to supporting specific managed customers, the role includes supporting all customers across service levels as needed. Responsibilities also include Workday payroll configuration and year-end support.

Responsibilities

• Serve as the named Specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers within the service team as needed.
• Manage and respond to cases daily to meet service level agreements and maintain high client satisfaction.
• Address internal escalated cases from payroll team and other internal stakeholders.
• Ensure timely resolution of customer issues, handle escalations, perform and document Root Cause Analysis, and implement remedial procedures.
• 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 scorecards.
• Maintain payroll services support documentation.
• Collaborate extensively with peers and customer teams to support customers and resolve requests.
• Work effectively in a team environment, open to improvements and new procedures.

Competencies

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

Qualifications

Education/Certification Requirement

• Associate's degree

Required

• 3+ years of payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting.
• 3+ years of customer experience or proven skills at this level.
• Advanced proficiency with 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 in an outsourcing environment related to payroll or tax.
• Experience with Workday and Salesforce programs.

Location

This is a remote position.

Compensation & Benefits

Details on compensation and benefits are not provided in this description.