Payroll Specialist

ADP•Alpharetta, GA

About The Position

ADP is hiring a Payroll Support Representative — Level I to support Major Accounts Comprehensive Services clients using WFN, PayX, ezLM, Portal, HRB, AutoPay, and related applications. The role provides client-facing inbound phone support, application and navigation guidance, payroll processing assistance, and research-based responses to questions about payroll practices and tax considerations across states and localities. The representative also handles general payroll and HR benefits questions and conducts initial troubleshooting before collaborating with internal teams or third-party vendors to resolve more complex issues. The representative works with assigned clients to provide proactive updates and information, and works closely with Comprehensive Services Relationship Managers on client guidance and best practices. The role typically supports smaller or less complex clients. Decisions are made according to established processes and procedures, with exceptions referred to a manager or senior team member. Occasional extended hours may be needed during peak seasons, including 5–10 overtime hours for 6–8 weeks of the year.

Requirements

At least 2 years of payroll processing experience.
Basic knowledge of payroll tax deposits, filings, payroll principles, and wage-and-hour laws.
Completion of Fundamental Payroll Certification (FPC).
Expected to achieve working knowledge of WFN Portal PR, HR, and TA modules; Wage Garnishments; Tax Registration; Total Tax Plus; ADP Reporting; GLI; ADP tools; SharePoint; AutoPay Mainframe; LUMIN; and internal tools supporting the offering.
Ability to work under time constraints and meet deadlines.
Proficiency using a PC.

Nice To Haves

Bachelor’s degree preferred.
High-level payroll knowledge, including skills for processing client payrolls.
Exposure to Comprehensive Benefits, Comprehensive HR, COBRA, FSA, and 401(k).
Strong verbal and written communication skills.
Ability to analyze and resolve problems through effective customer communication.
Excellent professional customer service skills.
Strong organizational, process, documentation, and research skills.
Proficiency in Microsoft Office applications, especially Word and Excel.
Accuracy and dependability in work affecting client employees’ paychecks and reporting.

Responsibilities

Respond to client questions about WFN, PayX, ezLM, Portal, and HRB applications, including application and navigation support.
Assist clients with data maintenance, setup, and configuration changes in AutoPay Mainframe, WFN, ezLM, HRB, and the Portal, coordinating with relevant functional areas as needed.
Handle new feature setup requests, including Group Term Life, HSA, direct deposit calculations, special calculations, benefit accruals, Multi-J, split wraps, and additional locations.
Assist clients with payroll processing questions and issues.
Research client inquiries using online tools and other resources, including questions about payroll, pay practices, payroll taxes, and tax changes.
Collaborate with internal partners and third-party vendors to identify and resolve service issues and meet client expectations.
Escalate issues to appropriate internal teams or third parties and communicate status and resolution to clients.
Complete complex projects involving calculation updates, special reports, tax amendments, company setup, and troubleshooting.
Research historical data for PTO, overtime, double-time, and other adjustments.
Research benefit accruals, recalculate amounts, and import corrections.
Work with assigned clients to provide proactive updates and information, and coordinate with Comprehensive Services Relationship Managers on client guidance and best practices.
Perform other related duties as assigned.