Payroll Support Advisor

The Payroll Support Advisor will provide technical and payroll processing support to the PR Services team, who support our customer base. Respond to inbound inquiries from frontline associates, some of which are potential escalations, and communicate appropriate resolution. Perform root cause analysis and create innovative solutions to continue to drive the delivery model's service quality and advancement.

Responsibilities

• Act as a technical resource concerning systems, processes, procedures, and compliance.

• Work with customers and employees to identify Workday and other system issues and advise on the solution.

• Provide frontline support to processors and specialists on complex configuration and service-related questions and issues.

• In conjunction with customer team leadership, provide remediation and solutions to complex customer escalations as assigned by payroll services leadership.

• Participate in the identification of root cause of Service issues and programs to prevent customer impact.

• Provide Payroll Operations Community of Practice training support on Workday, internal systems, and product/customer issues.

• Participate, lead and develop customer training webinars to help customers with partnering with OSV for payroll services.

• Proactively seek out complex processes, procedures, and technical issues and assist in creating/implementing innovative solutions.

• Assist OSV in complying with regulations and payment processing to limit potential financial exposure to customers and OSV.

• Responsible for testing new system functionalities, whether due to internal software developments or Workday Update releases.

• Give input to management and participate in the decision-making process regarding department goals, objectives, and procedures.

• Create, author, review, train, and revise process documentation and content by obtaining feedback on processes and procedures and collaborating with business partners.

• Prepare reports and utilize the information and trending data to increase quality and gain efficiencies.

• Ensure new customer Workday and internal system configuration is according to OSV standards before first payroll.

• Other duties as assigned driven by business needs from payroll operations leadership.

Competencies

• Polished communicator with the ability to speak using appropriate vocabulary and grammar to obtain information, explain procedures, and persuade others to accept or adapt to new processes

• Ability to maintain professionalism in the face of resistance from customers

• Proficiency in troubleshooting & Analysis Skills

• Proficiency in project management skills

• Ability in through problem-solving skills

• Strong Interpersonal Skills

• Possess a process and solution-oriented mindset

Qualifications

Education/Certification Requirements

• Associate's degree

Required

• CPP and Workday Payroll Certification required within 12 months of employment (Payroll Support Specialist only)

• Solid understanding of Tax requirements (Tax Support Specialist only)

• Solid knowledge of Garnishment regulations and requirements (Garnishment Support Specialist only)

• 3+ years experience in addressing complex customer service issues or account management

• • Proficient in MS Word, Excel, & PowerPoint

Preferred

• 5+ years experience as a HRIS and/or Payroll Analyst is preferred

• 5+ years Workday experience

• Preferable Payroll Outsourcing Experience

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