Overview
This role supports the Tax Filing and Rejection teams by providing guidance on complex issues, assisting with queue and escalation management, and serving as a subject matter expert. You will act as a first-line resource for team questions and help ensure timely, accurate resolution of filings and customer inquiries, while improving team efficiency and consistency.
Responsibilities
- Provide subject matter expertise by guiding team members, answering questions, supporting high-touch or high-profile accounts, and assisting with special projects and daily tasks.
- Assist with aged, reopened, complex, or escalated cases to support timely resolution.
- Create guides and SOPs for filing error resolution.
- Support quality assurance by flagging cases for review and identifying opportunities for first-touch closure.
- Review and analyze tax and payroll data at the employer and employee levels to understand how it impacts filing.
- Identify process improvement opportunities, contribute to the enhancement request process, and report trends or recurring issues to leadership.
- Deliver professional, timely, and accurate tax support to internal and external customers while maintaining strong working relationships.
- Create or contribute to Filing/Rejection related RCAs as needed.
- Collaborate with the Account Health team on error prevention strategies and ways to reduce rejections.
- Identify automation opportunities to improve Filing/Rejection processes.
Qualifications
- Associate degree
- 2+ years of payroll tax experience
- Working knowledge and language of Payroll and Payroll Tax functions
- Experience and knowledge of all tax agencies and tax types
Preferred Qualifications
- Payroll tax outsourcing experience
- Experience with ERP systems such as Workday, PeopleSoft, or similar platforms
Competencies
- Self-motivated and proactive, able to take initiative and drive work forward independently
- Strong analytical and problem-solving skills with a data-driven mindset and keen attention to detail
- Skilled in root cause analysis and comfortable making decisions with limited information
- Proven ability to manage multiple tasks, projects, and deadlines in a fast-paced, high-demand environment
- Strong understanding of payroll tax rules, including multistate and SUI requirements, and tax data management processes
- Knowledge of quality assurance principles, techniques, and best practices
- Excellent verbal and written communication skills with a strong focus on customer service and internal collaboration
- Professional, dependable, and able to maintain confidentiality in handling sensitive issues
- Strong organizational and time management skills with a focus on prioritization and follow-through
- Collaborative and team-oriented, able to build effective relationships and contribute to a high-performing environment
- Proficient in Microsoft Office Suite, with advanced Excel skills required
Supervisory Responsibility
None