OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.
Summary
The Customer Tax Account Specialist is responsible for providing Canada payroll tax services and customer support to a defined book of OneSource Virtual customers. This role manages daily case work, leads customer calls as needed, processes tax remittances in a timely and accurate manner, and processes year-end T4, T4A, and Releve 1 and 2 activities.
Responsibilities
- Serve as the named Specialist for assigned Canadian Payroll Tax customers and initiate and maintain ongoing customer relationships through regular contact.
- Manage and respond to customer cases daily within established Service Level Agreements (SLAs), maintaining accurate notes and timely closure
- Process the payroll tax filing and year-end activities for T4, T4A, Releve 1 & 2, including amendments
- Support customers via phone and lead customer calls as needed
- Respond to escalated cases from internal stakeholders
- Partner with peers and customer team partners to resolve customer requests and stabilize service delivery
- Maintain accuracy and timeliness SLAs, meet quality and production scorecard targets, and follow security protocols to safeguard confidential customer data
Competencies
- Multi-Jurisdiction Payroll Tax Expertise: Utilizes understanding of Canadian payroll tax rules across federal, provincial, and territorial levels, covering CRA and Revenu Quebec remittances, CPP/QPP, EI, QPIP, employer health taxes, and provincial workers' compensation that we support.
- Critical Thinking and Consultative Approach: Research and analyze Canadian payroll tax issues and assist with thoughtful and practical solutions for customer-specific contexts.
- Customer Service: Maintains a professional, service-oriented approach across customer interactions, communicating clearly in writing, on the phone, and in customer-facing meetings.
- Workload and Priority Management: Manages multiple customers and competing deadlines effectively across daily case work, customer calls, and tax filing and year-end cycles.
- Process Orientation: Follows established procedures consistently, identifies opportunities for improvement, and escalates systemic issues with appropriate context.
- Mathematical Aptitude: Comfortable with payroll tax calculations, reconciliations, and financial concepts.
- Adaptability: Adjusts effectively to changes in customer requirements, regulatory updates, system changes, and workload shifts.
- Teamwork and Mentorship: Collaborates with peers and partner teams, contributes to collective goals, and shares expertise with less experienced specialists.
Qualifications
Education/Certification Requirement
- High School Diploma or Equivalent
Required
- 2+ years of Canadian payroll or payroll tax experience
- involving research, troubleshooting, and employee/customer support
- Demonstrated knowledge of Canadian multi-jurisdiction payroll tax, including CRA and Revenu Quebec remittances,
- CPP/QPP, EI, QPIP, and year-end T4, T4A, and Releve 1 &2 activities
- Proven ability to manage multiple priorities
- Comfort with phone-based customer communication, including leading customer calls
- Strong written and verbal communication skills
- Proficiency with Microsoft Office Suite, particularly Outlook, Teams, and Excel, including pivot tables
Preferred
- Experience with Workday Payroll or Workday Tax
- PCP (Payroll Compliance Professional) or PLP (Payroll
- Leadership Professional) designation through the National Payroll Institute
- Experience in an outsourcing or shared services environment
- Experience with Salesforce or similar case management tools
- Bilingual French and English communication skills
- Associate's degree or higher in Accounting, Business, or a related field
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
