Payroll Specialist

ADP•Norfolk, VA

About The Position

ADP is hiring a Payroll Solutions Specialist for its Human Resources Outsourcing department. The role supports Client Payroll Administrators by answering payroll- and tax-related questions and resolving issues. Specialists use multiple tools and resources to provide accurate, comprehensive, and friendly responses, while helping maintain ADP’s service reputation and client satisfaction. The role involves working in a metrics-driven call center with a structured day. Success requires building rapport and trust with clients, communicating clearly by phone and in writing, and handling a varied, fast-paced workload. ADP provides training to support success in the position.

Requirements

At least two years of experience, or military experience.
Comfort working in a metrics-driven call center environment and structured workday.
Clear, professional communication with clients by phone and in writing.
Ability to build rapport and trust with clients and support client satisfaction.
Ability to work occasional extended hours during peak seasons; may work 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, including application and product navigation support.
Assist with payroll processing and resolve related issues; explain 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 reports after clients go live and verify that all jurisdictions are active.
Advise clients on product optimization during status calls and other interactions.
Support clients during quarter- and year-end by resolving issues identified in error-prevention notices, determining corrections, and detailing changes needed for additional payroll processing.
Work on complex projects such as 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 meet client expectations.
Escalate issues when necessary and communicate status and resolutions to clients.
Inform clients about upcoming changes that could affect them and address their concerns.
Create standard client documentation and update it regularly.