Payroll Specialist

ADP•Tempe, AZ

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 variety of payroll- and tax-related questions and issues. The specialist uses multiple tools and resources to provide accurate, comprehensive, and courteous responses, with a focus on client service and satisfaction. The position involves supporting payroll and benefits products, assisting with payroll processing and tax matters, advising clients on product optimization, resolving quarter- and year-end issues, and researching and correcting complex reporting and payroll problems. The specialist works with internal teams and potentially third-party vendors, communicates updates and resolutions to clients, and maintains client documentation. The work takes place in a structured, metrics-driven call center environment. Occasional extended hours and overtime may be needed during peak seasons.

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 skills for phone and written client interactions.
Ability to build rapport and trust with clients.

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, including 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 related issues.
Explain payroll 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 after clients go live and verify that all jurisdictions are active.
Provide consultative support and recommendations for product optimization during status calls and other client interactions.
Partner with clients to resolve quarter- and year-end error prevention notices, determine corrections, and provide details on 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 needed and communicate their status and resolution to clients.
Share upcoming changes that may affect clients and address their concerns.
Create and regularly update standard client documentation.