PEO Customer Success Specialist, Broker Partners

Niural•New York City, NY

10d

About The Position

Niural is seeking a detail-oriented, customer-focused PEO Customer Success Specialist to serve as the primary contact for PEO clients acquired through broker partners. The role bridges payroll and benefits support with customer service, helping ensure client satisfaction, timely issue resolution, and clear communication among clients, brokers, and internal teams. The specialist supports clients and their employees with payroll, tax, and benefits questions; coordinates broker-related needs, escalations, renewals, and open enrollment; and works with internal teams to investigate and resolve issues. The role also involves monitoring and auditing payroll data and invoices, maintaining client records, supporting compliance, and identifying workflow and product improvements. Niural describes its work environment as collaborative, inclusive, and growth-oriented.

Requirements

At least 2 years of PEO payroll experience.
Experience supporting clients sold or serviced through benefits brokers or a PEO broker channel.
Strong understanding of payroll processes, tax compliance, and benefits administration.
Working knowledge of employee benefits, including medical, dental, vision, life, FSA, HSA, 401(k), and COBRA.
Understanding of open enrollment, eligibility rules, qualifying life events, and pretax versus post-tax deductions.
Experience handling client and broker inquiries related to payroll and benefits.
Detail-oriented with strong organizational skills.
Ability to provide high-quality customer service and build strong relationships with clients and brokers.
Understanding of broker relationships and ability to balance client and broker expectations.
Ability to explain benefits concepts confidently to clients and employees.
Clear, professional communication across teams and with clients and brokers.
Ability to proactively identify issues and collaborate on resolutions.
Comfort managing multiple responsibilities in a fast-paced environment.

Nice To Haves

CPP or FPC certification preferred.
Experience with US and Canada payroll processing preferred.

Responsibilities

Serve as the main point of contact for PEO clients serviced through broker partners and provide customer support.
Build and maintain strong relationships with clients and their brokers.
Coordinate with brokers on client needs, escalations, renewals, and open enrollment, keeping brokers informed while respecting the client relationship.
Respond to and resolve client and broker inquiries about payroll, taxes, and benefits.
Assist client employees with payroll and benefits questions, including eligibility, enrollment, and qualifying life event changes.
Review benefit deductions on payroll for accuracy and coordinate with the benefits team to resolve discrepancies.
Collaborate with payroll operations, benefits, implementation, engineering, and sales teams to investigate and resolve client issues.
Maintain accurate client records and document client and broker interactions while following internal processes and payroll regulations.
Suggest workflow improvements to enhance accuracy, efficiency, and the client and broker experience.
Provide engineering with feedback about client pain points and product improvements.
Monitor payroll deadlines.
Review and audit payroll data for accuracy.
Audit monthly client payroll invoices.
Help build and maintain internal knowledge bases, FAQs, and client and broker resources.
Support clients and brokers during annual open enrollment.
Process and report new hires to appropriate state agencies.
Monitor client tax setups and add new states to client accounts when applicable.
Assist payroll operations with special projects as needed.