Managed Payroll Specialist

Thread HCM•Alpharetta, GA

13d

About The Position

The Managed Payroll Specialist provides payroll processing, technical support, training, and customer service for one or multiple clients of various sizes and/or industries. The Specialist is the front line for both customer retention and satisfaction and a key driver of our company NPS. A Specialist ensures that all payrolls for their assigned clients are 100% accurate, users are appropriately trained, and requests for assistance, questions, and fixes are answered in a timely manner. The Specialist provides analysis and testing for potential solutions to customer inquiries and always does so with an attitude of gratitude and the customer in mind. When faced with a complex problem, the Specialist empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation, thus forming a trusted relationship with their customers and colleagues. The Specialist exhibits the core value of 'Deliver Wow', goes the extra mile to resolve a problem, and takes every opportunity to learn and expand their technical knowledge to better proactively serve clients.

Requirements

Payroll processing
Technical support
Training
Customer service
Accuracy in payroll processing
Timely response to requests, questions, and fixes
Analysis and testing for potential solutions
Empathy with clients
Problem resolution
Collaboration and asking for help when needed
Understanding of urgency and criticality
Building trusted relationships
Proactive learning and knowledge expansion
iSolved training
Understanding of Time, Benefits and Tax processes
Meeting payroll compliance
Meeting client expectations
Responding to tickets timely (under 90 mins)
Picking up the phone when appropriate
Maintaining a minimum NPS score of 70 or greater
Forming productive partnerships with clients
Following up on problems and inquiries to ensure full resolution

Nice To Haves

Experience with clients of various sizes and/or industries
Customer retention
Customer satisfaction
Company NPS driver
Attitude of gratitude
Customer-centric approach
Taking full responsibility for issue resolution
Exhibiting the core value of 'Deliver Wow'
Going the extra mile
Expanding technical knowledge
Proactive client service
Payroll Process Improvement
Documenting current processes
Continuing education on payroll knowledge, laws, and system abilities
Administering ticketing system effectively
iSolved training coordination
Coordination with Time, Benefits and Tax SMEs
Client retention of 98%

Responsibilities

Process payroll for multiple clients - Manage timeline, send reminders, perform maintenance (status changes, leaves, PTO, court ordered deductions), close time, share pre-payroll reports for approval, process and share post-payroll reports.
Manual checks and off cycle runs as needed.
Wage statements.
Verifications of employment.
Proactively evaluate current client and Thread internal processes to ensure effectiveness and accuracy.
Document current process.
Continue education on payroll knowledge, laws and system abilities.
Administer ticketing system effectively.
Coordinate with Thread trainers to provide iSolved training for clients.
Coordinate with Time, Benefits and Tax SMEs to build effective processes that meet client goals and deadlines.
Meet payroll compliance and client expectations.
Respond to tickets timely (under 90 mins) and pick up the phone when appropriate.
Maintain a minimum NPS score of 70 or greater.
Strive to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to achieve a controlled client retention of 98%.