Payroll Analyst (Internal EN employees only)

Employee Navigator•Frederick, MD

2d•$60,000 - $90,000•Onsite

About The Position

Employee Navigator is seeking a Payroll Integration Analyst to assist customers in integrating Employee Navigator with their preferred payroll systems. This role involves gathering customer and partner feedback to recommend product enhancements, providing quick and empathetic support, and acting as the primary point of contact for clients including insurance brokers, HR, and payroll companies. This position is exclusively open to current Employee Navigator employees.

Requirements

At least 1 year of direct experience in EN Support
Strong internal and external communication abilities and interpersonal skills
Comfort with a fast-paced, ever-changing environment and talking with customers often
Are scrappy and not afraid to roll your sleeves up to get the job done
Excellent verbal and written communication skills
Are extremely organized and have a keen eye for detail
Have a friendly disposition that puts people at ease
Can operate autonomously with little supervision

Responsibilities

Act as a main point of contact for brokers and HR to facilitate the payroll integration setup process from start-to-finish.
Assist brokers and HR with troubleshooting integration questions or issues that arrive via our support software, Zendesk.
Be a subject matter expert on our payroll product and the functionality of our partner APIs and software systems.
Escalate tickets according to guidelines through Tier 2, Team Leads or our Operations Manager when necessary to ensure trending issues can be identified, resolved and documented for the team.
Support the aggregation of partner or EN issues from internal teams and customers.
Gather and organize broker and HR feedback on integration calls to provide clarity to our team on what customers are saying about our product or process, and how it could be improved.
Assist and escalate broker and HR issues with partners related to lack of communication, software issues or partner API issues.
Participate in bi-weekly team meetings to discuss trending items, concerns or thoughts that the team should be aware of.
Act as an ambassador for all integrated products.
Provide positive, calm and replicable experiences for brokers and HR users.
Identify and encourage the use of other integrations across our product suite (Carrier data exchange, COBRA).