Payroll Specialist

ADP•Norfolk, VA

11h•Onsite

About The Position

ADP is hiring a Payroll Solutions Specialist. This role is within ADP's Human Resources Outsourcing department, providing support and guidance to Client Payroll Administrators regarding payroll and tax-related questions and issues. The specialist will use multiple tools and resources to provide accurate, comprehensive, and friendly responses to clients' inquiries. The role is in a metrics-driven call center environment with a structured day, requiring strong communication skills to build rapport, establish trust, and maintain professionalism. The position offers career advancement, award-winning training, and a collaborative and inclusive culture.

Requirements

At least two years of experience, OR Military Experience.
Occasional extended hours during peak seasons and may work 5 - 10 hours of overtime 6 - 8 weeks of the year.

Nice To Haves

High-level payroll knowledge, including payroll skills for processing client payrolls.
Basic knowledge of payroll tax principles and wage and hour laws.

Responsibilities

Respond to client questions regarding payroll and benefits products, providing application and product navigation support. This includes data maintenance, setup, configuration changes for various options (e.g., Vacation/Paid Time Off, Special Calculations, Time and Attendance schedule, 401k), and new feature setup requests (e.g., Group Term Life, Health Savings Account, direct deposit calculations, Benefit Accruals).
Assist clients with payroll processing and resolve any issues that may arise. Provide assistance with tax changes, conduct research, and follow up as needed. Ensure timely communication for updates, changes, or client issues to maintain accurate payroll and tax processing.
Monitor Tax Registration Services via a report once the client is live and verify all jurisdictions are active.
Act as a trusted advisor to clients, providing consultative support and recommendations on product optimization during status calls and other interactions.
Play a critical role during quarter and year-end periods by resolving issues in partnership with clients that surface in error prevention notices, determining corrections, and generating details on changes needed for processing additional payroll.
Work on complex projects, including 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 (401k, Flexible Spending Accounts, Tax, etc.) and potentially third-party vendors to identify and resolve issues and ensure services meet client expectations.
Escalate issues when necessary and communicate status and resolution to the client.
Share upcoming changes with clients that could impact them and address their concerns.
Create standard client documentation and update it regularly.