Payroll Support Specialist

University of Washington•Seattle, WA

About The Position

Finance, Planning, and Budgeting (FPB) encompasses the major central financial, planning, and budgeting functions for the University of Washington, including: • Financial Stewardship & Operations • Institutional Analytics & Data Support • Policy, Planning & State Operations • University Business Services Within FPB, the Payroll Office has an outstanding opportunity for a Payroll Support Specialist (Human Resource Customer Service Representative Senior NE S SEIU 925 Non Supv) to play a key role in providing payroll customer support to employees throughout the institution. Under general supervision, the Payroll Support Specialist will play a critical role in delivering quality exceptional customer service and addressing payroll-related inquiries. The Payroll Office has responsibility for executing designated payroll transactional processes, including payroll inputs, retroactive payments, overpayment recovery, withholding orders, tax treaties, time tracking and report reconciliation and addressing customer 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