Overview
This role involves providing full end-to-end payroll processing support for managed payroll customers in a fast-paced environment. The Payroll Specialist II will manage multiple customers with various deadlines, support all payroll customers across service levels as needed, and assist with Workday payroll configuration and year-end processes. This is a remote position working within a customer team environment.
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 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, 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.
- 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 emphasis on outstanding customer service.
- Strong organizational skills with ability to multi-task and support multiple customers effectively while maintaining attention to detail 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.
- 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 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
- Experience in an outsourcing environment related to payroll or tax.
- Experience with Workday and Salesforce programs.
Compensation & Benefits
Information on compensation and benefits is not provided in this description.
Location
This is a remote position.