Payroll Specialist

ADP•Norfolk, VA

16h

About The Position

ADP is hiring a Payroll Solutions Specialist to join its Human Resources Outsourcing department. The role supports and advises Client Payroll Administrators on a wide range of payroll and tax-related questions and issues, with a focus on accurate, comprehensive, and friendly client service. The position is based in a metrics-driven call center environment and requires clear, professional communication by phone and in writing. The specialist provides product and application navigation support, assists with payroll processing and tax matters, and acts as a trusted advisor to clients. The role also includes quarter- and year-end support, researching and correcting complex payroll and tax issues, working with internal teams and third-party vendors, and maintaining client documentation. ADP provides training and development opportunities.

Requirements

At least two years of experience, or military experience.
Comfort working in a metrics-driven call center environment and within a structured day.
Ability to build rapport and trust with clients and communicate clearly and professionally by phone and in writing.
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.
Assist with data maintenance, setup, configuration changes, and new feature setup requests.
Help clients with payroll processing issues and tax changes, including research and follow-up.
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.
Help 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 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 resolution to clients.
Inform clients about upcoming changes that may affect them and address their concerns.
Create and regularly update standard client documentation.