Job Information

Reporting to the Payroll Manager, this position will be responsible for answering tier 2 incoming calls and tickets from current and past employees and retirees. This individual will work closely with other team members to provide outstanding service by answering questions and troubleshooting payroll related inquires.

Additionally, this role will be responsible for the time and attendance solution.

Role & Responsibility

Call Center Support

• Answering or making calls to clients to identify and address their needs and/or assist with inquires.
• Respond efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information.
• Utilize software, databases, scripts and additional tools appropriately.
• Redirect clients to appropriate departments and teams when necessary.
• Ensure all voicemails are answered timely.
• Collaborate with other company departments when needed.
• Follow all communication procedures, policies and guidelines during every client interaction.

Time and Attendance (Hourly) System Administration

• Act as the system administrator and the primary point of contact for issue management and resolution for internal payroll/HR resources and vendor. Additionally ensure that time management processes or configurations issues are resolved in a timely fashion.
• Vendor Support Liaison/Management - coordinate and manage the responsibilities of the vendor and the ticket resolution process.
• Manage all training updates and new training information involving the Interflex system. Update current training documentation.
• Implementations – Responsible for time systems related implementations or enhancements. To include project management, engagement of vendor and new users, requirements gathering and training of local administrators and management staff.

Unemployment Administration

• Coordinate with field HR business unites unemployment claims requests and disputes.
• Utilize the third-party administration on-line web-site for reporting and process administration.
• Coordinate with third-party vendor continuous training opportunities and processes improvement collaboration meetings.

Other

• Administration of “TWN” – The Work Number. Employment and Wage Verification service.
• New Hire Reporting.
• Employment Verifications.
• Backup for other Payroll Services Team Members (Payroll Processing/Garnishments/Timekeeping, etc.).
• Assist Team on special projects.

Job Requirement

• Education Required: Bacherlor's degree in accouting, finance or equivalent.
• Experience Required: 0-2 years
• Travel Required: <10%
• Payroll experience preferred
• Experience working in a team environment
• Can-do and proactive attitude
• Some domestic travel required