Overview
A leading provider of Business-Process-as-a-Service (BPaaS) solutions for Workday is seeking a Payroll Specialist II to provide full end-to-end payroll processing support for managed payroll customers. This remote role involves managing multiple customers with various deadlines in a fast-paced environment, supporting payroll, tax, and garnishment customers across service levels, and assisting with Workday payroll configuration and year-end processes.
Responsibilities
- Serve as the named Payroll 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 and document 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; support year-end processes and assist with special projects.
- 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 continuous improvement efforts and adapt 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.
- 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 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.
- Familiarity with Workday and Salesforce programs.
Compensation & Benefits
Details regarding compensation and benefits are not specified.
Location
This is a remote position.