Payroll Support Representative

ADP•Augusta, GA

5d•Onsite

About The Position

In this role, you will join a high-performing team in ADP's Human Resources Outsourcing department that provides support and guidance in response to a wide variety of payroll and tax-related questions and issues presented by Client Payroll Administrators. You carry the weight of ADP's service reputation and client satisfaction in your hands. Every day, you will utilize multiple tools and resources to develop accurate, comprehensive, and friendly responses to clients' inquiries regarding payroll practices and tax considerations. The nature of what you do every day will not change – your #1 goal is to help clients. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success! To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here, but friendships that last in a company that values inclusion.

Requirements

1-3 years of client and/or service experience.
Ability to work overtime hours during peak seasons.
Experience in client/service roles, OR military experience where skills including teamwork, adaptability, organization, and follow-through will help build team and client relationships, identify solutions, and achieve success.
High-level payroll knowledge including payroll skills for processing Client payrolls.
Accuracy and dependability important since errors or omissions can directly impact Client associate paychecks, and errors in reporting can also lead to penalty and interest payments for ADP.
Basic knowledge of payroll tax principles and wage and hour laws.
Strong verbal and written communication skills.
Ability to analyze and resolve problems through effective customer interface and communication.
Must be able to work under time constraints to ensure that deadlines are met.
Excellent Professional Customer Service Skills.
Strong Organizational Skills.
Strong Process and documentation skills.
Strong Research Skills.
Proficient in MS Office applications, especially Word and Excel.
Proficiency in using PC.

Nice To Haves

Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

Responsibilities

Respond to client questions regarding our payroll and benefits products and provide application and product navigation support.
Provide support activities including data maintenance, set up, configuration changes for multiple options (e.g., Vacation/Paid Time Off, Special Calculations, Time and Attendance schedule, 401k, and more) and new feature set up requests (e.g., Group Term Life, Health Savings Account, direct deposit calculations, Benefit Accruals, etc.).
Assist clients with payroll processing and solve any issues that may arise.
Assist clients with tax changes for understanding, conduct research, and follow-up as needed.
Provide timely communication to the correct parties for any updates, changes, or client issues to ensure timely and accurate payroll and tax processing.
Monitor Tax Registration Services via a report once the client is live and verify all jurisdictions are active.
Use online tools in your daily role to do your job.
Act as a trusted advisor to your clients and provide consultative support and recommendation on product optimization during status calls and other interactions.
Resolve issues in partnership with our clients that surface in error prevention notices during quarter and year-end periods.
Determine corrections and generate details on changes needed for processing additional payroll.
Work on complex projects, including calculation updates, special reports, tax amendments, company set up, troubleshooting, and more.
Research historical data, determine adjustments, and use online tools to make corrections.
Collaborate with internal teams (401k, Flexible Spending Accounts, Tax, etc.) and possibly third-party vendors to identify and resolve issues and ensure that these services meet client expectations.
Escalate issues when necessary and communicate status and resolution to the client.
Share upcoming changes with your clients that could impact them and address their concerns.
Create standard client documentation and update it regularly.