Specialist - Payroll

We are seeking a highly motivated Payroll Specialist to join our team, working closely with the Service Delivery Leadership group, Customer Relationship Directors, and Payroll Administration.

In this role, you will provide Level 1 and Level 2 support for payroll-related activities, working with payroll tax and benefit administration groups to process data requests from our ASO clients.

This is a great opportunity for an individual with a strong customer service orientation and a passion for driving high customer satisfaction.

Key Responsibilities:

Customer Support:

- Diagnose and resolve payroll-related cases escalated from Level 1 support, ensuring timely resolution and high customer satisfaction.

- Interact with customers to understand payroll issues in accordance with EPAY's HCM platform and drive effective solutions.

Payroll Administration:

- Upload and audit timekeeping records for compliance with standards, maintaining time and attendance records.

- Enter new hires, update pay and tax status, and manage miscellaneous charges related to client payroll.

- Compute wage and overtime payments, payroll deductions, process paycheck advances, and handle terminations.

Earnings and Deduction Management:

- Balance earnings and deductions, prepare general ledger entries, and inspect automated system outputs such as registers and standard reports.

- Resolve out-of-balance conditions and adjust customer system setups to accommodate new requirements or plan changes.

SOP Adherence:

- Adhere to SOPs and protocols to maintain contractual service level agreements for EPAY customers.

- Ensure excellent incident management while documenting all transactions in our CRM application (Salesforce).

Trend Analysis & Best Practices:

- Identify and analyze payroll trends and suggest best practices from a compliance standpoint.

- Work with the implementation team and certified trainers to address customers' training needs.

Qualifications:

- Education: MBA in Business, HR, or BCA from an accredited four-year institution (preferred).

- Experience: 2-5 years of experience in US Payroll, including time and attendance management.

- Technical Background: Strong understanding of HCM or HRIS systems, with exposure to time and attendance solutions and hardware.

- Communication: Excellent written and verbal communication skills.

- Customer Service: Prior experience handling US, Canada, and UK-based customers, with a strong customer service mentality and confidentiality.

- Work Environment: Ability to work under pressure and in rotational shifts.

Desired Qualifications:

Strong problem-solving and analytical skills.

High level of integrity and confidentiality