Payroll Processing Customer Service Specialist

Company: Obsidian HR
Location: Denver
Posted on: May 28, 2023

Job Description:

Mission:
The Payroll Processing Customer Service Specialist is responsible for successfully resolving the most common client requests and then escalating other cases to the appropriate person at Obsidian HR. When responding to clients and their employees, it is crucial that the client request is completely resolved in a way that is as easy as possible for the client and that builds our client's trust in our partnership.
As the person in this role grows their expertise and ability to assist clients, they will focus specifically on learning how to support our payroll team. We expect that this person will be able to progress to working as a payroll processor in the near future. This individual will be directly responsible for the accuracy and timely completion of payroll and client billing.

Responsibilities:

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• PROVIDING A STRONG CUSTOMER EXPERIENCE. Provides excellent customer service through all interactions with clients and their employees. Proactively build a relationship with clients. Responds to client and employee inquiries through incoming calls and emails and ensures that all interactions are professional, courteous, and positive experiences. Updates and maintains client records in Salesforce and effectively hands off client questions internally when appropriate. Takes personal ownership to ensure tasks are completed in a timely manner.
  
• DELIVERING ACCURATE AND RELIABLE PAYROLL SERVICES. Initially, focuses on learning how to process payroll through learning our payroll processing system and associated legal requirements. Showcases payroll expertise through providing payroll processing for clients with varied pay schedules and pay types. Ensures that payroll is audited for accuracy and compliance with applicable federal and state regulations. Generates payroll related reports for both internal and external users.
  
• ENSURING CORRECT CLIENT BILLING. Ensures client invoices are set up for appropriate billing and are collected and serves as first point of contact regarding discrepancies and inquiries. Conducts follow up communications in the event of issues with payment.
  
  Outcomes/Key Measures of Success
  
  
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  • 0 cases/emails in Service Team queue by the end of each business day
    
  • 4 hour response time for cases/emails in Service Team queue and personal queue
    
  • 0 overdue cases/emails in personal queue based on self-assigned due date
    
  • 100% of cases/emails create an exceptional client experience using our standard elements
    
  • Voicemail response by the end of each business day
    
  • Maintain 95% or higher answer rate for inbound calls on the Service Team queue
    
    
  • Maintain 95% payroll processing accuracy
    
    Within 30 days
    
    
  • Be able to route Salesforce cases/emails and calls to the correct queues
    
  • Be able to identify and answer Tier 1 Service Team questions directly
    
  • Be able to answer incoming calls from clients and their employees to answer Tier 1 questions and create Salesforce cases for all others
    
  • Be able to package payroll timely and accurately
    
  • Be able to navigate our core technology (isolved, Salesforce, Zoom)
    
  • Be able to process payroll for 5 clients with 10 employees or less on your own
    
    Within 60 days
    
    
  • Be able to answer Tier 1 and Tier 2 Service Team questions directly
    
  • Be able to answer incoming calls from clients and their employees to answer Tier 1 and Tier 2 questions and create Salesforce cases for all others
    
  • Be able to process payroll for 20 clients with 10 worksite employees or more on your own
    
    Within 90 days
    
    
  • Contribute to updating and improving the wiki with documentation for Tier 1 and Tier 2 questions.
    
  • Be able to process payroll for 30 clients with 10 worksite employees or more on your own
    
    Within 6 months
    
    
  • Provide training within team meetings to the Operations Team for Tier 1 and Tier 2 questions to broaden and deepen the team's knowledge base.
    
  • Employee able to carry up to 50 clients or 1000 worksite employees
    
  • Employee is able to troubleshoot and accurately resolve payroll-adjacent issues (PTO setups,
    
  • memo calculation audits, Report-writing)
    
  • Employee understands and can advise clients on basic multi-state payroll compliance
    
    
    
    What We're Looking For
    
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    • CUSTOMER OBSESSION. Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner" relationships with customers. Regarded as visible and accessible by customers.
      
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      VERBAL COMMUNICATION. Communicates effectively one to one, in small groups, and in public speaking contexts. Demonstrates fluency and "quickness on one's feet", clarity of organization of thought processes, and command of the language. Easily articulates vision and standards. Keeps people informed.
      
      
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      WRITTEN COMMUNICATION. Writes clear, precise, well-organized emails, memos, letters, and proposals while using appropriate vocabulary and grammar and creating the appropriate "tone".
      
      
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      JUDGMENT/DECISION MAKING. Demonstrates consistent logic, rationality, and objectivity in decision-making. Achieves balance between quick decisiveness and slower, more thorough approaches, i.e., is neither indecisive nor a quick judge. Shows common sense. Anticipates consequences of decisions.
      
      
    • 
      ANALYSIS SKILLS. Identifies significant problems and opportunities. Analyzes problems in depth. Relates and compares data from different sources. Able to determine root causes and subtle relationships among data from various sources. Exhibits a probing mind. Achieves penetrating insights.
      
      
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      EXCELLENCE. Sets high, "stretch" standards of performance for self and all coworkers. Demonstrates low tolerance for mediocrity. Requires high-quality results. Exhibits conscientiousness and a high sense of responsibility.
      
      
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      TENACITY. Demonstrates consistent and passionate strive to achieve results. Conveys strong need to win. Reputation for not giving up.
      
      
      
      Qualifications:
      Minimum Requirements
      
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      • 2+ years customer service experience in a fast-paced environment
        
      • Ability to use and learn key systems including Salesforce and Google and Microsoft applications
        
        
        
        Preferred Requirements
        
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        • Associate's or Bachelor's Degree preferred
          
        • Experience in a human resources and/or payroll environment
          Benefits and Perks
          We invest in our people in many ways including training, career development, and competitive compensation. To name just a few of our benefits...
          
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          • Company contribution towards individual healthcare plans (medical, drug, vision, and dental)
            
          • 401k Company Match
            
          • Paid Parental Leave
            
          • Student Loan Repayment Assistance
            
          • Generous paid time off: including 7 observed holidays, floating holidays, and paid volunteer time
            
          • Flexible Spending, Life, and Accident insurance programs
            
          • Complimentary coffee, drinks, and snacks in the break room
            
            
            Hourly: $21.63 to $26.44
            
            Location: While many of our roles are remote this position requires full-time on-site presence at our office located at 8100 East Union Avenue, Denver, CO in the Denver Tech Center.
            
            Obsidian HR is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, and local law.

Keywords: Obsidian HR, Denver , Payroll Processing Customer Service Specialist, Human Resources , Denver, Colorado