Payroll Support Specialist

University of Washington Medical Center•Seattle, WA

3d•$53,400 - $71,796•Onsite

About The Position

The Payroll Office within the Finance, Planning, and Budgeting (FPB) department at the University of Washington has an outstanding opportunity for a Payroll Support Specialist. This role is crucial in providing exceptional customer service and addressing payroll-related inquiries for employees across the institution. The Payroll Office is responsible for executing various payroll transactional processes, including payroll inputs, retroactive payments, overpayment recovery, withholding orders, tax treaties, time tracking, report reconciliation, and customer inquiry resolution. The Payroll Support Specialist will act as the first point of contact, gradually developing expertise in payroll matters and understanding related HR, Benefits, and Finance processes to accurately route inquiries.

Requirements

High school graduation or equivalent AND Two (2) years of experience in customer service, telephone sales or problem resolution, including: one (1) year of general office experience or experience in customer service or equivalent role OR six (6) months of experience in human resources, benefits, payroll, or other Human Resource.
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.
Experience providing excellent customer service to a wide range of customers.
Experience providing service to a diverse group of customers; ability to exhibit a high degree of respect for diversity in customer base.
Experience resolving complex inquiries and exhibiting efficient performance during high-volume timeframes.
Ability to learn broad scope of Payroll/Finance/HR content in order to provide excellent customer service.
Ability to communicate clearly, in writing and in verbally to a broad, diverse audience.
Ability to quickly learn new software systems.
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.

Responsibilities

Create an outstanding customer-service environment by demonstrating strong communication skills and applying tact and diplomacy when interacting with customers.
Serve as the first point of contact, gradually gaining subject matter expertise in payroll-related matters.
Understand HR, Benefits, and Finance processes to accurately route questions in those areas.
Provide Workday navigation support via phone, email, chat, and the case management system.
Manage front desk assistance for the Payroll Office, handling incoming and outgoing mail.
Assist in reviewing incoming payroll documentation, including tax-related paperwork.
Handle high-volume workloads by multitasking, coordinating with colleagues, and communicating effectively with University of Washington (UW) employees.
Assist in new employee training and provide feedback and support.
Maintain direct communication with colleagues, seeking clarity when needed.
Collaborate effectively with cross-functional teams.
Complete tasks and deliverables on time or communicate adjustments as necessary.
Manage your own Outlook email, calendar, and Teams conversations.
Remain adaptable and solution-oriented in a fast-paced, dynamic work environment with competing priorities.
Monitor customer experience and adjust support protocols based on relevant feedback.
Seek opportunities to expand your knowledge base and pursue subject matter expertise.
Support periodic Workday update processes, including testing employee self-service functions.
Other duties as assigned.
Train and cross train staff within Finance, Planning and Budgeting.