What will I be doing?

• Lead complex client payroll implementations, ensuring solutions are tailored to client needs, enhancing satisfaction, and supporting long-term retention strategies.
• Maintain data integrity throughout the process: perform data entry, validation, and reconciliation tasks across various payroll frequencies (Monthly, Semi-monthly, Bi-weekly, Weekly).
• Conduct quality audits to ensure accuracy in employee taxes, deductions, and earnings.
• Engage actively with clients to understand their unique payroll needs and challenges, adopting a consultative approach.
• Provide comprehensive training sessions to ensure clients are proficient in end-to-end payroll processing on our platform.
• Act as the primary point of escalation for advanced payroll issues, leveraging expertise to resolve high-level concerns, thereby solidifying client trust and aiding retention.
• Provide clear guidance and effective solutions, ensuring a seamless payroll process.
• Support in rectifying payroll errors and handle various ad-hoc tasks to effectively address and resolve client concerns promptly.
• Help identify, create, and update educational materials such as help articles and tutorial videos to assist clients.
• Update and maintain internal knowledge bases and client-facing documentation for accuracy and relevance.
• Work closely with payroll partners and maintain open lines of communication to ensure cohesive service experiences.
• Partner with internal teams for process improvements and to ensure all client needs are met efficiently.
• Mentor other payroll specialists, helping to develop their skills and knowledge, and providing guidance on best practices.
• Identify and suggest improvements to payroll processes and client services, aimed at increasing efficiency and client retention.
• Participate in projects aimed at enhancing payroll system functionalities and user experience.
• Collaborate with different teams within the organization, including product development and engineering, to address payroll-related challenges.
• Stay informed on the latest payroll regulations and best practices, sharing knowledge with the team and integrating updates into client services.

• Minimum of 3 years of experience in client services, support, or training, specifically with payroll systems or HR technology products.
• Ability to diagnose, troubleshoot, and resolve complex payroll system issues with a client-first approach.
• Strong verbal and written communication skills, able to explain complex concepts clearly to a variety of audiences.
• Proven experience in mentoring team members and leading client-facing discussions effectively.
• Advanced organizational skills with the capability to manage multiple projects and client accounts simultaneously.
• Strong analytical skills with attention to detail for thorough audits and data analysis.
• Upholds the highest levels of confidentiality, professionalism, and integrity.
• Adaptable to fast-paced environments with a commitment to continuous learning and industry trend awareness.
• Ability to work autonomously and make informed decisions with minimal supervision.
• Collaborative and positive attitude, contributing to a team-oriented work environment.