Payroll Support Specialist

Creative Planning - St. Cloud, MN

Full-time

St. Cloud, MN

Professional, Scientific, and Technical Services

About the position

The Payroll Support Specialist plays a crucial role in ensuring customer satisfaction by providing exceptional service and resolving client issues through phone and email communication. This position is responsible for adhering to service level agreements (SLAs) while addressing customer inquiries and concerns. The specialist will also be tasked with scheduling projects that arise from support calls or emails, ensuring that all deadlines are met efficiently. In addition to customer support, this role includes training and mentoring both new and existing team members, as well as creating and documenting processes to enhance operational efficiency. The Payroll Support Specialist may also assist in processing payrolls, contributing to the overall functionality of the payroll department. Key responsibilities include resolving product or service problems by clarifying customer issues, determining the root cause, and selecting the best solution to expedite resolution. The specialist will develop and maintain strong relationships with clients, assist in training team members, and provide guidance to clients on software usage. Collaboration with internal and external stakeholders is essential for answering questions, resolving issues, and sharing pertinent information. The role also involves recommending and implementing changes to improve efficiency, ensuring compliance with federal, state, and local regulations, and staying updated on software changes to optimize utilization. Timely processing of ACH files and backup responsibilities for Secure Pay wires and ACH files are also part of the job. Additionally, the specialist will create or maintain custom script changes within the payroll system.

Responsibilities

• Resolves product or service problems by clarifying the customer's issue, determining the cause, then selecting and explaining the best solution to solve the problem; expediting the solution then following up to ensure resolution.
• Develops and maintains relationships with clients.
• Assists in training and mentoring team members plus training of clients on software usage.
• Works with internal and external individuals to answer questions, resolve issues, and share information.
• Recommends/implements changes to improve efficiency.
• Remains in compliance with federal, state, and local legal requirements and regulations.
• Stays up to date on software changes/enhancements to optimize software utilization.
• Ensures that ACH files are processed timely, set up, and maintained.
• Backup responsibilities for transmission of Secure Pay wires and ACH files.
• Creates or maintains custom script changes within the system.

Requirements

• Associates degree in Business, Accounting, Finance, Human Resources, or related field.
• Advanced Level in Word, Excel, Outlook, PowerPoint, Internet, etc.
• Strong technical and computer skills.
• Familiar with payroll processing, including tax, benefit, and other deductions.
• Ability to work independently and effectively communicate with internal and external stakeholders.
• Adapt to change and to manage multiple tasks and priorities.
• Meticulous attention to detail, as well as reliability and ability to carry out daily functions in an efficient and timely manner.
• Excellent verbal and written communication skills.
• Experience with computerized payroll and HRIS systems, including: Millennium3, SaasHR, Payentry, HRIS, UKG Ready, packages preferred.
• Ability to find solutions to technical payroll, tax, and systems related issues preferred.