Payroll Specialist

ADP•Augusta, GA

About The Position

ADP is hiring a Payroll Solutions Specialist for its Human Resources Outsourcing department. The role supports Client Payroll Administrators by responding to a wide range of payroll and tax-related questions and issues. The specialist uses multiple tools and resources to provide accurate, comprehensive, and client-friendly guidance, with a focus on client satisfaction. This is a metrics-driven call center role involving a structured workday and frequent client interactions by phone and in writing. The specialist builds rapport and trust, explains information clearly, and helps clients understand and act on solutions. Training and career development opportunities are available. The position includes support for payroll and benefits products, payroll processing and tax questions, client consultations, quarter- and year-end issue resolution, reporting and analysis, and coordination with internal teams and third-party vendors. Occasional extended hours are required during peak seasons, with 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 and professional communication skills, both over the phone and in writing.
Ability to build rapport and trust with clients and provide understandable, actionable guidance.
Availability for 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.
Support product data maintenance, setup, and configuration changes, including options such as vacation or paid time off, special calculations, time and attendance schedules, 401(k), group term life, health savings accounts, direct deposit calculations, and benefit accruals.
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 reports after clients go live and verify that all jurisdictions are active.
Provide consultative support and product optimization recommendations during status calls and other client interactions.
Partner with clients to resolve quarter- and year-end issues surfaced in 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, including 401(k), Flexible Spending Accounts, and Tax, and potentially third-party vendors to identify and resolve issues.
Escalate issues when necessary and communicate their status and resolution to clients.
Inform clients about upcoming changes that could affect them and address their concerns.
Create standard client documentation and keep it updated.