Payroll Specialist

ADP•Schaumburg, IL

About The Position

ADP is hiring a Payroll Solutions Specialist to join its Human Resources Outsourcing department. The role provides support and guidance to Client Payroll Administrators on payroll and tax-related questions and issues. The specialist uses multiple tools and resources to deliver accurate, comprehensive, and friendly responses and works in a metrics-driven call center environment with a structured day. The position involves supporting ADP payroll and benefits products, helping clients process payroll and address tax matters, providing consultative guidance, and supporting clients during quarter- and year-end. The specialist also handles research, reporting, analysis, troubleshooting, and corrections, and collaborates with internal teams and potentially third-party vendors to resolve issues and meet client expectations.

Requirements

At least two years of experience, or military experience.
Comfort working in a metrics-driven call center environment as part of a structured day.
Clear, professional communication with clients over the phone and in writing.
Ability to build rapport and trust with clients.
Ability to work occasional extended hours during peak seasons; the posting says this may include 5–10 hours of overtime for 6–8 weeks of the year.

Nice To Haves

High-level payroll knowledge, including skills for processing client payrolls.
Basic knowledge of payroll tax principles and wage and hour laws.

Responsibilities

Respond to client questions about payroll and benefits products and provide application and product navigation support.
Assist with data maintenance, setup, configuration changes, and new feature setup requests for client products and services.
Assist clients with payroll processing and resolve related issues.
Help clients understand tax changes, conduct research, and follow up as needed.
Communicate updates, changes, or client issues to the appropriate parties to support timely and accurate payroll and tax processing.
Monitor Tax Registration Services after clients go live and verify that all jurisdictions are active.
Use online tools in daily work.
Provide consultative support and product optimization recommendations during status calls and other client interactions.
Partner with clients to resolve quarter- and year-end issues identified in error prevention notices, determine corrections, and detail changes needed for additional payroll processing.
Work on complex projects involving calculation updates, special reports, tax amendments, company setup, and troubleshooting.
Research historical data, determine adjustments, and use online tools to make corrections.
Collaborate with internal teams and potentially third-party vendors to identify and resolve issues and ensure services meet client expectations.
Escalate issues when necessary and communicate status and resolution to clients.
Share upcoming changes that could affect clients and address their concerns.
Create and regularly update standard client documentation.