Senior Payroll Services Specialist - Remote

Overview

This role is part of Payroll Tax Operations (PTO) and focuses on end-to-end resolution of payroll tax issues related to Notices, Corrections, and Amendments. You will serve as a senior payroll tax expert and Subject Matter Expert (SME), providing technical leadership, coaching, and independent ownership of the most complex cases.

This role is primarily focused on payroll tax defect resolution (not running payroll).

Responsibilities

• Resolve the most complex State and Federal payroll tax notices in the team’s queue, including multi-quarter, multi-state, and penalty assessment scenarios. Own the full case lifecycle from intake and root-cause analysis through agency response, submission, and confirmed closure.
• Prepare and file amended Federal and State payroll tax returns (Form 941-X and state equivalents) across 10+ states end-to-end, including reconciliation to the original return, recomputed liability schedules, W-2c preparation, and SSA reconciliation.
• Diagnose and resolve payroll tax errors spanning multiple pay periods or jurisdictions. Trace discrepancies to the originating payroll run, determine tax impact across all affected quarters, and drive the complete correction workflow to confirmed resolution.
• Maintain high productivity case resolution with high accuracy for customer Correction, Amendment, and Notice resolution requests.
• Monitor work in progress (WIP) daily; identify aging cases, stuck holds, and Known Issues (KIs). Resolve barriers proactively and escalate systemic blockers to M1 with root-cause analysis and a recommended resolution path.
• Act as the primary real-time resource for Senior Payroll Tax Processors, answering questions via Slack, Zoom, and side-by-side sessions, and teaching the resolution process to build team capability.
• Conduct structured coaching sessions at least once per quarter with each assigned team member using the SBIC feedback model. Increase coaching frequency for agents underperforming or working through a learning gap.
• Contribute to team huddles, group QA sessions, and process meetings.
• Author, review, and approve SOPs and Knowledge Base (KB) articles for core processes. Identify recurring error patterns in QA data and recommend corrective actions to M1.
• Identify trends and emerging compliance issues. Communicate findings to M1 and relevant stakeholders with a recommended response, and drive implementation of resolutions.
• Support cross-functional collaboration with Corrections, Amendments, Pay & File, and Tax Notice teams to resolve interconnected customer issues end-to-end.

Qualifications

• 4+ years of payroll tax experience with a demonstrated focus on tax defect resolution for notice response, amended return preparation, and payroll error correction across multiple states.
• Expert knowledge of State and Federal payroll tax notice types. Ability to independently draft penalty abatement requests and formal agency response letters with complete supporting documentation.
• Hands-on experience preparing and approving amended Federal (Form 941-X, W-2c) and State payroll tax returns across all states, including jurisdictions with complex local requirements such as PA, OH, and more.
• Deep knowledge of federal payroll tax law, including FICA, FUTA, FITW, employment tax deposit schedules, and associated penalty and interest structures.
• Multi-state payroll tax expertise, including reciprocal agreements, resident and nonresident taxation, SUI account management, and local tax compliance across multiple jurisdictions.
• Prior experience functioning as a lead, senior specialist, or SME, with the ability to provide examples of coaching or training junior staff through complex resolution scenarios.
• Deep knowledge of federal and state tax payment and filing regulations across all US jurisdictions, with advanced Excel skills for reconciliation and audit trail work.
• Strong written communication skills; SOPs and KB articles must be accurate and actionable without requiring revision for a Tax processor audience.
• Associate’s or Bachelor’s degree in Accounting, Finance, or Business preferred; equivalent experience accepted.
• Certified Payroll Professional (CPP) preferred; expected within 18 months of Staff Payroll Tax Processor placement. FPC accepted for candidates with 5+ years of demonstrated tax defect resolution experience. Enrolled Agent (EA) is a strong differentiator.
• Experience at a payroll service bureau, PEO, or multi-client payroll tax operations environment strongly preferred.

Compensation & Benefits

• The expected base pay range for this position is:
  • California (Bay Area): $40.50 - $54.50
  • Southern California: $40.50 - $54.50
  • Colorado: $32.00 - $43.50
  • District of Columbia: $32.00 - $43.50
  • Hawaii: $33.50 - $45.50
  • Illinois: $32.00 - $43.50
  • Maine: $29.00 - $39.50
  • Maryland: $32.00 - $43.50
  • Massachusetts: $33.50 - $45.50
  • Minnesota: $29.00 - $39.50
  • New Jersey: $33.50 - $45.50
  • New York: $40.50 - $54.50
  • Ohio: $29.00 - $39.50
  • Vermont: $32.00 - $43.50
  • Virginia: $32.00 - $43.50
  • Washington: $33.50 - $45.50
• Eligibility for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay offered is based on job-related knowledge, skills, experience, and work location.

Location

United States (based on the work location; listed base pay ranges apply by region/state).

Schedule

• Minimum of 20 hours per week.
• Option to flex up to 40 hours per week based on business need.
• Hourly, non-exempt position eligible for overtime pay.