Associate Payroll Specialist

Global Payment Holding Company - Cleveland, OH

Full-time

Cleveland, OH

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The Payroll Client Support Specialist at Heartland is responsible for maintaining a base of payroll clients, providing exceptional customer service, and managing client relationships to ensure satisfaction and retention. This role involves troubleshooting payroll issues, processing payroll data accurately, and collaborating with various departments to facilitate seamless operations. The position requires a strong sense of urgency and reliability to meet client needs and internal goals.

Responsibilities

• Maintains an assigned base of payroll clients with various pay frequencies.
• Provides client customer support by being in the phone queue.
• Manages team member's client base when necessary.
• Provides exceptional customer service support and resolves client issues and concerns timely.
• Effectively manages critical relationships between all channels to improve client retention.
• Describes the various reports and products available via software to clients.
• Collaborates with other divisions/departments as first point of contact to convey relevant information to clients.
• Establishes and maintains a positive working relationship with clients focused on partnership and common objectives.
• Proficient at client situation de-escalation and identifies possible Payroll Supervisor engagement.
• Begins learning how to troubleshoot and problem solve situations that arise.
• Maintains a working knowledge of the Payroll Software.
• Interacts with client base via telephone, fax, and/or e-mail to obtain payroll data.
• Accurately keys all payroll related data necessary to process client payrolls timely by deadline.
• Facilitates, collaborates and coordinates with all departments for seamless processing to maintain positive client experiences.
• Has a basic understanding of ancillary product setup.
• Works effectively as part of a team with a strong sense of urgency, punctuality, and reliability.
• Attends training department classes for new hire training and ongoing payroll training throughout the year.
• Performs other administrative and clerical tasks as assigned or requested.

Requirements

• Strong customer service skills and experience in client support.
• Ability to manage multiple client relationships effectively.
• Proficient in payroll processing and data entry.
• Basic understanding of payroll software and ancillary products.
• Strong communication skills, both verbal and written.
• Ability to troubleshoot and problem-solve payroll-related issues.

Nice-to-haves

• Experience in the financial technology or payroll services industry.
• Familiarity with compliance initiatives and reporting.

Benefits

• Equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, disability, veteran status, or any other protected basis.
• Commitment to diversity and inclusion in the workplace.