General Summary:
Under general supervision, responsible for handling a variety of customer inquiries over the phone, by email, and through case management system in a timely and professional manner. Log and resolve cases according to standard operating procedures and perform necessary data entry into payroll and sub systems. Ensure timely research is performed to safeguard accurate wage payments to employees while identifying and escalating priority issues. Ability to evaluate and analyze employee requests and concerns, quickly interpreting the situation, determining the appropriate resolution, transaction, or escalation, while displaying excellent customer service skills and communicating in a concise and professional manner.
Duties & Responsibilities:
- Performs transactions related to one or more payroll specialties with a high degree of accuracy and strict adherence to written procedures.
- Responds to incoming correspondence from employees or managers for payroll related inquiries submitted by phone, email, or case management system. References company policies and procedures to ensure accuracy of response while determining and addressing any unstated needs. Recognizes when escalation is necessary and records details of all calls and correspondence while maintaining strict confidentiality of all payroll processing, benefit administration, and HR related information.
- Maintains knowledge of organization and departmental policies and SOP procedures including meeting established deadlines to ensure timely and accurate wage payments.
- Responsible for handling payroll related administrative, data entry, reporting and reconciliation tasks as appropriate.
- Utilizes established systems to document details of inquiries including transaction type, data management, and troubleshooting steps taken to resolve customer inquiries.
- Utilizes the knowledgebase and case management tools to actively manage caseload in accordance with team production goals and established quality standards.
- Ability to manually calculate payments, interpret and understand paystubs and payroll register information including gross to net calculations with the ability to resolve questions in a quick and concise manner with a high degree of integrity.
- Execute fact finding research and analysis for wage payments, paid out activity, ACH returns and fraud detection, paystub portal inquiry, termination pay, sick pay, vacation pay, labor distributions, retro pay, including state and Federal OT rules, rest or meal break requirements and premiums, wait time penalties, and all other state specific payroll rules and requirements.
Knowledge, Skills, and Abilities:
- Ability to understand and apply multi-state payroll rules and regulations including employee wage payment calculations.
- Customer service driven with the ability to multitask
- Ability to apply problem assessment skills to identify and resolve key issues while managing stress tolerance and maintaining satisfactory work standards under pressure
- Ability to handle confidential information
- Ability to communicate effectively, both verbally and in written form
- Capacity to meet strict deadlines in a fast-paced environment
- Knowledge of payroll calculations, timekeeping systems, payroll tax withholdings, voluntary and involuntary deductions, employee relations, and general payroll practices preferred
Work Experience &/or Education:
High school diploma or equivalent required. Minimum of one to two years’ experience in an office environment, preferably in a customer service call center or payroll/HR shared services with high volume in a fast-paced environment. Good math aptitude. Ability to research federal, state, and local payroll rules and regulations. An equivalent combination of education and experience may be substituted.
