Payroll Specialist

ADP•Norfolk, VA

18d

About The Position

ADP is hiring a Payroll Support Representative – Level I to support Major Accounts Comprehensive Services clients using applications including WFN, PayX, ezLM, Portal, and HRB. The role responds to a wide range of questions from Client Payroll Administrators by researching payroll practices, tax considerations, application use, and related issues, taking differences across states and localities into account. It uses multiple tools and research resources and involves coordination with ADP service organizations and third-party vendors. The representative also handles common HR questions, works with the Comprehensive Services Relationship Manager on client guidance and best practices, and provides proactive updates to an assigned group of clients. The position is client-facing and operates in an inbound phone support model. It provides WFN/AutoPay payroll technology support, assists with general payroll and HR-benefit questions, supports payroll processing, and performs initial troubleshooting. The representative works with internal teams to resolve complex issues and typically focuses on smaller or less-complex clients. Decisions follow established processes and procedures; exceptions are referred to a manager or senior team member. The role requires at least two years of payroll processing experience and basic knowledge of payroll tax deposits and filings, payroll principles, and wage-and-hour laws. A bachelor’s degree is preferred, as is completion of the Fundamental Payroll Certification (FPC). The posting notes occasional extended hours during peak seasons, with approximately 5–10 hours of overtime for 6–8 weeks of the year.

Requirements

At least 2 years of payroll processing experience.
Basic knowledge of payroll tax deposits and filings, payroll principles, and wage-and-hour laws.
Ability to develop working knowledge of WFN, including 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.
Strong verbal and written communication skills.
Ability to analyze and resolve problems through effective client communication and interaction.
Ability to work under time constraints and meet deadlines.
Professional customer service skills.
Strong organizational, process, documentation, and research skills.
Proficiency with a PC and MS Office applications, especially Word and Excel.

Nice To Haves

Bachelor’s degree.
Completion of the Fundamental Payroll Certification (FPC).
High-level payroll knowledge, including skills for processing client payrolls.
Exposure to Comprehensive Benefits, Comprehensive HR, COBRA, FSA, and 401(k) offerings.

Responsibilities

Respond to client questions about the use of 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 functional areas as needed.
Perform new feature setup requests, including Group Term Life, HSA, direct deposit calculations, special calculations, benefit accruals, multi-jurisdiction setups, split wraps, and additional locations.
Assist and support clients with payroll processing questions and issues.
Research client inquiries about payroll, pay practices, and payroll tax questions using online tools and other resources.
Collaborate with internal partners and third-party vendors to identify and resolve issues and ensure services meet client expectations.
Escalate client issues to appropriate internal teams or third parties, communicate status and resolution to clients, and follow up as needed.
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 them, and import corrections.
Assist clients in understanding tax changes and conduct research and follow-ups.
Provide proactive updates and information to an assigned group of clients and work with the Comprehensive Services Relationship Manager on client guidance and best practices.
Perform other related duties as assigned.