Online Client Care Payroll Specialist

Report It Job Description


Job Title:        Online Payroll Client Care Specialist I

Reports To:                Client Care Team Leader (Online), Client Service Manager, Payroll Operations Manager

FLSA Status:             Non-Exempt

Department:              Production

Division:                     Service Bureau

Location:                    Multi

Prepared By/Date:   

Summary:  Accountable and responsible for all aspects of online payroll processing services for clients by  managing client support/issues, payroll processing, scheduling and ongoing training/instruction and tax related issues; respond to/resolves client questions and problems and deliver quality customer service with an aim to retain client satisfaction.

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

Process a large volume of Online client submitted payrolls by reviewing payroll messages or client instruction associated with the payroll accuracy and reporting.
Responsible to update and maintain client company and employee maintenance changes.
Independently manage time to meet deadlines and complete daily payroll processing schedule.
Enter adjustment payrolls or necessary corrections to fix quarter end variances or out of balances.
Assist clients with some basic or routine technology-related support questions such as screen refreshes; downloading the viewer; cookies; internet browsers as skill level applies.
Maintain a high rate of client retention through quality service and timely documentation of all calls.
Act as the primary payroll contact for all client questions or issues with some assistance from a more senior online payroll specialist or supervisor where necessary.
Immediately complete required client escalation or incident reports and provides them to Client Care Team Leader (Online).
Act as a back-up to fellow team members that may not be available or where necessary to ensure team completes daily payroll production requirements.  Assist team members as needed.
Keeping the company’s services, system/software changes and changes in tax laws updated.
Other duties as assigned.

 
Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High School Diploma and 3 years office experience with a proven facility in payroll processing; customer service, and problem resolution. The equivalent combination of education and experience is acceptable.  Experience on PayChoice or Encore or online payroll platform is preferable but not required. 

Computer Skills:

Should have proficiency in the following applications:  Microsoft Word; Excel; Outlook; Internet Explorer; Java scripts and Browser tools

Office Equipment:

To perform this job successfully, must be able to use the telephone, head set, 10 Key or calculator, PC, fax machine, photo copier, packing equipment (i.e. envelope stuffers and self seal machine).

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision and ability to adjust focus.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and/or walk.

 
Company OverviewPayChoice, a leader in the payroll and payroll software market, offers a world class suite of payroll and employer service tools. Approximately 150,000 businesses rely on our services and technology to eliminate the hassles associated with payroll, HR, record keeping and tax filing.

PayChoice got its start in 1990 as a provider of payroll software solutions to payroll companies. In 2005, the management team purchased New Jersey-based Payroll Associates, LLC. The purchase was more than an ordinary transaction - the management team and Payroll Associates' software licensees had a clear vision in mind, a plan to merge their expertise to offer an expanded portfolio on a national scale while retaining the advantages of local service delivery.

Leveraging this unique expertise, the team created a new payroll model using modern technology tools. By combining the financial power of a large payroll institution with the personal service associated with local firms, PayChoice offers the best of both worlds. Learn more about how we help businesses thrive and grow.


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