Payroll Contact Center Analyst, Hourly Support 4, Payroll - Lakeland

Publix Super Markets • Lakeland, FL

3d • Onsite

About The Position

This position serves as the primary point of contact for resolving payroll-related inquiries from various stakeholders including current and former associates, external customers, Time Administrators, and Retail and Support Management. The role involves managing the printing and distribution of physical payroll checks, ensuring adherence to Sarbanes-Oxley (SOX) compliance guidelines, and timely and accurate responses to information requests. Additionally, the analyst is responsible for analyzing hourly work time and rest breaks for minor associates across all operating states to ensure compliance with FLSA standards and child labor laws, as well as for adults in Tennessee and Kentucky based on state laws. The role also includes analyzing weekly reports to ensure compliance with policies that may impact associate pay.

Requirements

• Associate’s degree in Finance, Accounting, or a business-related field, or equivalent experience
• 2 years call center or 3 years customer service experience
• Ability and willingness to adjust one's style or approach in response to differing circumstances or to work in ambiguous situations
• Work effectively without close supervision or guidance
• Self-direct work activities and take action on tasks without direction from a supervisor; ability to undertake new tasks as work is completed without being told to do so; ability to use the resources available to complete a task; proactively following through on tasks to ensure appropriate progress is made and the task is completed
• Ability to work productively and effectively when faced with stressful work situations and time pressures
• Ability to manage time so that the priority of the activities determines the timing and amount of attention they receive
• Ability to perform arithmetic computations such as addition, subtraction, multiplication, and division correctly using whole numbers, fractions, decimals, and percentages
• Attend to and verify the accuracy and completeness of detailed information in documents or on the computer, such as prices, quantity, weights, lists or data
• Ability to develop and maintain professional, trusting, positive, and productive working relationships with associates, managers, customers, and vendors
• Ability to create an environment in which a positive and professional service orientation is evident to internal customers
• Ability to use “active listening” techniques to ensure the understanding of information provided by the speaker, and display interest in the topic discussed
• Verbal and written communication skills
• Basic knowledge of Microsoft Word, Excel, PowerPoint, and Access
• Basic knowledge of SAP
• Basic Knowledge of FETCH, Oasis, MSS, Kronos/ Dart

Nice To Haves

• Bachelor’s degree in Finance, Accounting, or a business-related field
• 1 year experience in a role interpreting and applying Paid Time Off Benefits
• 3 years call center experience
• 4 years customer service experience
• Fundamental Payroll Certification (FPC)
• Bilingual – Spanish (speaking, writing, reading)

Responsibilities

• Serving as the first point of contact for the resolution of payroll related inquiries from current and former associates, external customers, Time Administrators, and Retail and Support Management
• Managing the printing and distribution of physical payroll checks, which includes adhering to Sarbanes-Oxley (SOX) compliance guidelines for printing checks as well as ensuring proper distribution of the physical checks timely and accurate responses to payroll information requests from current and former associates
• Analyzing hourly work time and rest breaks of minor associates in all operating states for violations of FLSA standards and child labor laws and adults in TN & KY based on state laws
• Analyzing various weekly reports to ensure compliance with policies which may directly impact an associates pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees