Creative Planning - St. Cloud, MN
posted 4 months ago
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.