Payroll Support Representative

Responsibilities:

• This role will be working with some of ADP's big, conglomerate, global clients using their payroll services.
• This may include application/navigation support, supporting clients with client data maintenance, set up and configuration changes
• Or processing requests for new features, payroll processing, or answering payroll and payroll tax questions.
• These conversations will take place over the phone, over email, and on virtual meetings with managers, leaders, and C-suite executives.

Must-haves

* Controller/ Self-Starter/ Go-Getter profile- does not need hand holding and is someone who takes initiative in their day-to-day responsibilities (Especially since customer is not fully working in the office and unable to monitor engagement/productivity as easily, we need individuals we can trust to hold themselves accountable in every aspect of their role each day)

* Corporate maturity/business maturity to be able to interface with high level leadership as well as potential VP clientele and represent well as the "face" to their clients

* Energetic, shows a curiosity and enthusiasm for learning and succeeding

* Aptitude to grow within company/ driven personality

* Ability to think on feet/ problem solving abilities

* Strong communication skills (oral and written)- able to articulate clearly and effectively with clients and educate/teach

* Thrives in a fast-paced environment and able to manage multiple tasks simultaneously without getting flustered- this is VERY important

* Also being able to prioritize many demands coming at them each day

* Strong organizational skills and high attention to detail is very important to the success of this role

* Technical savviness and being able to learn new systems quickly in this virtual environment- they will be learning upwards of 10 different internal systems and will be utilizing 3-4 at a time for some clients depending on what is needing to be done during a client call or case in their queue.

* Agility/flexibility in an ever-changing environment

* Prior experience working and excelling within a client-facing role

* Prior experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

* You will have occasional extended hours during peak seasons and may work 5 - 10 hours of overtime 6 - 8 weeks of the year.!

Plusses

(Nice to have but NOT required):

* High-level payroll knowledge, including payroll skills for processing client payrolls.

* Basic knowledge of payroll tax principles and wage and hour laws.

Day-to-Day

What you can expect on a typical day:

* Product Support. You will respond to client questions regarding payroll and benefits products and provide application and product navigation support. Support activities can include: data maintenance, set up, configuration changes for multiple options (e.g., Vacation/Paid Time Off , Special Calculations, Time and Attendance schedule, 401k, and more) and new feature set up requests (e.g., Group Term Life, Health Savings Account, direct deposit calculations, Benefit Accruals, etc.).

* Payroll Processing & Tax. You will assist clients with payroll processing and solve any issues that may arise. You will assist clients with tax changes for understanding, conduct research, and follow-up as needed. To ensure timely and accurate payroll and tax processing, you will provide timely communication to the correct parties for any updates, changes, or client issues. You will monitor Tax Registration Services via a report once the client is live and verify all jurisdictions are active. You will use online tools in your daily role to do your job.

* Consultation. You will act as a trusted advisor to your clients and provide consultative support and recommendation on product optimization during status calls and other interactions.

* Quarter and Year-End Support. During these periods, you will play a critical role where we resolve issues in partnership with our clients that surface in error prevention notices. Together, you will determine corrections and generate details on changes needed for processing additional payroll.

* Reporting and Analysis. You will work on complex projects, including calculation updates, special reports, tax amendments, company set up, troubleshooting, and more. You will research historical data, determine adjustments, and use online tools to make corrections.

* Collaborate and Communicate. You will collaborate with internal teams (401k, Flexible Spending Accounts, Tax, etc.) and! possibly third-party vendors to identify and resolve issues and ensure that these services meet client expectations. You will escalate issues when necessary and communicate status and resolution to the client. You will also share upcoming changes with your clients that could impact them and address their concerns. You will create standard client documentation and update it regularly

ADP Official Site | Payroll, HR and Tax Services

ADP offers industry-leading online payroll and HR solutions, plus tax, compliance, benefit administration and more