Payroll Specialist

ADP•Norfolk, VA

10d

About The Position

ADP is hiring a Payroll Solutions Specialist for its Human Resources Outsourcing department. The role provides support and guidance to Client Payroll Administrators on a wide range of payroll- and tax-related questions and issues. The specialist uses multiple tools and resources to deliver accurate, comprehensive, and friendly client responses, while maintaining ADP’s service reputation and client satisfaction. This is a metrics-driven call center role with a structured workday, requiring clear and professional communication by phone and in writing, strong client rapport, and comfort working at a fast pace. ADP provides training to support success in the position. The specialist supports payroll and benefits products, helps clients process payroll and resolve tax and processing issues, and provides consultative product guidance. The role also includes quarter- and year-end support, reporting and analysis, troubleshooting, corrections, collaboration with internal teams and possibly third-party vendors, escalation and status communication, and maintaining standard client documentation. Occasional extended hours are required during peak seasons, including 5–10 hours of overtime for 6–8 weeks of the year.

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 by phone and in writing.
Ability to build rapport and establish trust with clients.
Ability to work occasional extended hours during peak seasons, including 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.
Support data maintenance, setup, configuration changes, and new feature setup requests for payroll and benefits options.
Assist clients with payroll processing and resolve issues that arise.
Help clients understand tax changes, conduct research, and follow up as needed.
Communicate updates, changes, and client issues to the appropriate parties to support timely and accurate payroll and tax processing.
Monitor Tax Registration Services through reports 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 issues identified in quarter- and year-end error prevention notices, determine corrections, and provide details 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 possibly third-party vendors to identify and resolve issues and ensure services meet client expectations.
Escalate issues when necessary and communicate status and resolutions to clients.
Share upcoming changes that could affect clients and address their concerns.
Create standard client documentation and update it regularly.