Payroll Support Representative
ADP • Norfolk, VA19d
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Payroll Specialist
ADP•Norfolk, VA
About The Position
ADP is hiring a Payroll Support Representative—Level I to support Major Accounts Comprehensive Services clients using WFN, PayX, ezLM, Portal, HRB, and related applications. The role provides guidance, research, application and navigation support, and responses to Client Payroll Administrators’ questions about payroll practices, processing, taxes, and related HR topics. It uses multiple tools and research resources, accounts for differences among states and localities, and coordinates with ADP service organizations and third-party vendors. The representative works with the Comprehensive Services Relationship Manager and is assigned a group of clients for proactive updates and information. The role focuses typically on smaller or less complex clients and operates in an inbound phone-support model. It supports payroll technology, payroll processing, general payroll and HR-benefit questions, and initial troubleshooting, while working with internal teams to resolve complex issues. Decisions follow established processes and procedures; exceptions are referred to a manager or senior team members. The representative responds to application questions; assists with client data maintenance, setup, configuration changes, and new-feature setup; researches and resolves payroll and tax inquiries; collaborates with internal partners and vendors; and escalates issues when appropriate while communicating status and resolutions to clients. Complex assignments may include calculation updates, special reports, tax amendments, company setup and troubleshooting, historical PTO and overtime research, and benefit-accrual recalculations and corrections. Occasional extended hours may be needed during peak seasons, with 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, filings, and principles, and wage-and-hour laws.
- Expected to achieve working knowledge of WFN (Portal), PR, HR and TA modules, Wage Garnishments, Tax Registration, Total Tax Plus, ADP Reporting, and GLI.
- Ability to use ADP tools including SharePoint, AutoPay Mainframe, LUMIN, and other internal tools supporting the offering.
- Strong verbal and written communication skills.
- Ability to analyze and resolve problems through effective customer interaction and communication.
- Ability to work under time constraints and meet deadlines.
- Excellent professional customer-service skills.
- Strong organizational, process, documentation, and research skills.
- Proficiency with PC use and Microsoft Office applications, especially Word and Excel.
- High-level payroll knowledge and payroll-processing skills; accuracy and dependability are important because errors can affect client employees’ pay and may lead to penalties or interest.
Nice To Haves
- Bachelor’s degree preferred.
- Completion of Fundamental Payroll Certification (FPC).
- Exposure to Comprehensive Benefits, Comprehensive HR, COBRA, FSA, and 401k offerings.
Responsibilities
- Respond to client questions about WFN, PayX, ezLM, Portal, and HRB applications and provide 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-J, split wraps, and additional locations.
- Assist and support clients with payroll-processing questions and issues.
- Research and respond to client inquiries about payroll, pay practices, and payroll taxes using online tools and other resources.
- Collaborate with internal partners, including 401k, FSA, and Tax teams, and third-party vendors to identify and resolve issues and meet client expectations.
- Escalate issues to appropriate internal teams or third parties and communicate status and resolution to clients.
- Complete complex projects such as calculation updates, special reports, tax amendments, company setup, troubleshooting, historical PTO and overtime research, and benefit-accrual corrections.
- Assist clients in understanding tax changes and conduct research and follow-up as needed.
- Provide proactive updates and information to an assigned client group.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
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