Position Summary / Objective
The Payroll Specialist II will be responsible for providing managed payroll administration services and Workday payroll processing support to a book of clients, and will manage multiple projects with various deadlines in a fast-paced work environment.
This position resides in a customer team environment and, in addition to supporting named customers will also support all customers across all service levels as the leaders and business deem necessary.
In addition to day-to-day support, Workday payroll configuration and year-end support is required.
Essential Functions / Duties / Responsibilities
- Act as named Specialist for Managed Payroll and Payroll Administrative customers; and, support other OSV payroll, tax and garnishment customers as needed within the service team
- Provide guidance and instruction in accordance with OneSource Virtual (OSV) Standard Operating Procedures (SOPs) to OSV customers on the Workday platform
- Follow daily standard operating procedures and processing checklists outlining workflow
- Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being met
- Support customer via phone as required
- Respond to internal escalated cases from payroll team and other internal stakeholders
- Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
- Conduct monthly customer check-in calls
- Initiate and maintain customer relationships, including having frequent direct customer contact
- Lead scheduled weekly, monthly and quarterly client calls; participate in new client transition and other service area calls as needed, such as Tax
- Configure basic to medium complex Workday pay components, deductions and run categories
- Support the year-end process
- Troubleshoot quarter and year-end audit reports and make recommendations to customers
- Maintain established accuracy and timeliness service level agreements
- Meet quality and production metrics and scorecards
- Generates on-demand payments as requested
- Maintains payroll services support documentation
- Works extensively with peers and customer teams to collaboratively support customers and resolve requests
- Contribute to a positive, collaborative work environment
- Follows all security protocols to safeguard confidential, proprietary, and / or customer data
- Assist with special projects as needed
Competencies
- Excellent critical thinking, consultative, and problem-solving skills
- Strong communication skills with emphasis on outstanding customer service
- Flexible in a changing environment
- Strong organizational skills with ability to multi-task and support multiple customers effectively
- Strong collaboration skills to support collective goals
- Detail Oriented with good time management skills and accuracy
- Ability to establish and maintain effective working relationships
- Strong analytical, data entry and research skills
- Self-directed management of workload with ability to meet tight deadlines and competing demand
- Use tact and discretion in dealing with customer information
- Excellent problem solving and mathematical skills
- Strong understanding of payroll processes and procedures
- Exercises independent judgment and a sense of urgency
Supervisory Responsibility
This role does not have any supervisory responsibilities
Qualifications and Experience
- Associates degree or higher preferred
- Fundamental Payroll Certification (FPC) required (at time of hire or within 12 months); CPP preferred
- 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
- 3 + years Customer Experience, or proven skills to operate at this experience level
- Advanced Proficiency with the Microsoft Office suite, including Microsoft Word and Excel
- Demonstrated logical Payroll thinking
- Consultative mind set with a heart of a teacher
- Experience with and understanding of Payroll Taxes
- Experience with intermediate Payroll configuration
- Strong understanding of Payroll Compliance
- Year-End Support and W2 Consultation experience
- Multi-Jurisdiction tax and / or Payroll Year End Adjustments experience
- Flexibility of hours to meet customers needs
- Strong written and verbal communication skills
Preferred Skills
- Experience in an outsourcing environment, payroll or tax
- Systems Implementation experience
- Workday Payroll experience
- Accounting / Book Keeping / GL experience
- Experience with Salesforce programs
LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work.
As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team.
OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
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