Payroll Services Representative

CIP Recruiting Services•Cambridge, MA

2d•$28 - $34

About The Position

CIP Payroll is seeking a Payroll Service Specialist to provide day to day support to our payroll clients and their employees. This is a hands-on service position for someone who understands payroll, communicates clearly, and takes ownership of questions from the time they are received through final resolution. The Payroll Service Specialist will answer calls, emails, and support tickets, troubleshoot payroll issues, assist employees and client contacts, and coordinate with internal teams and outside partners when additional support is needed. The right person will be organized, responsive, accurate, and comfortable working in a fast-moving environment where priorities can change quickly.

Requirements

Two or more years of payroll processing, payroll service, or related client support experience preferred
Working knowledge of payroll calculations, payroll taxes, deductions, direct deposits, and wage and hour requirements
Experience supporting multiple clients or business locations is strongly preferred
Strong written and verbal communication skills
Excellent attention to detail and follow-through
Ability to manage multiple requests, competing deadlines, and changing priorities
Strong problem-solving skills and the ability to research an issue before escalating it
Comfortable communicating directly with clients and employees
Ability to handle confidential information with professionalism and discretion
Proficiency with Microsoft Outlook, Excel, and related business systems

Nice To Haves

Experience with PrismHCM or another payroll and HR platform is helpful
Fundamental Payroll Certification or Certified Payroll Professional designation is a plus, but not required

Responsibilities

Serve as a primary point of contact for payroll clients and their employees
Respond to incoming calls, emails, and support tickets promptly and professionally
Assist with questions regarding paychecks, direct deposits, taxes, deductions, timekeeping, paid time off, employee access, and payroll documents
Explain payroll information in clear, simple terms
Help employees navigate the payroll system, mobile application, onboarding process, and self-service tools
Follow each request through completion and keep the client informed throughout the process
Review and research payroll discrepancies, including earnings, hours, deductions, taxes, benefits, garnishments, and direct deposits
Triage incoming issues based on urgency, payroll deadlines, financial impact, and employee impact
Resolve routine matters independently and escalate complex issues to the appropriate internal team member or vendor
Assist with corrections, manual checks, voids, reissues, reversals, and off-cycle payroll requests
Document the issue, research performed, actions taken, and final resolution
Identify recurring problems and recommend ways to improve the process
Support clients throughout the payroll cycle, including payroll preparation, processing, and post-payroll review
Review payroll changes and supporting documentation for accuracy and completeness
Assist with new hires, terminations, compensation changes, deduction updates, benefit deductions, tax changes, and direct deposit updates
Monitor open items and confirm that required changes are completed before payroll is finalized
Assist with payroll reports, general ledger questions, time and attendance, electronic onboarding, and related payroll services
Coordinate with payroll processors to ensure client requests are handled accurately and on time
Maintain accurate and complete records within the ticketing and payroll systems
Monitor assigned tickets, due dates, aging, and client follow-ups
Prioritize urgent payroll matters and items that could delay payroll or affect employee pay
Communicate clear expectations regarding timing, required information, and next steps
Follow up on open matters until they are fully resolved
Maintain confidentiality when handling payroll, employee, banking, and personal information