About this role
Job Family Description
Provides client support services related to HR operations and Payroll processing
Responsibility Statements
- Receives, investigates, and provides detailed answers to employees (phone calls and emails) regarding payroll information and procedures, including pay schedules, deductions, time keeping records and others, adhering to the service metrics requirements.
- Serves as the first-level support to customer inquiries escalating more complex inquiries to Payroll Administrator.
- Maintain accurate records of discussions or correspondences with customers using company provided application.
- Handle complaints, provide appropriate solutions and alternatives within an established timeline and follow up to ensure resolution.
- Recommend process improvement to management by collecting customer information and analyzing needs
- Keep abreast of payroll updates and changes to provide current information
- Maintain high levels of Customer Service, including patience, active listening, clear communication and empathy.
- Performs other duties as assigned
- Complies with all policies and standards
- Typing Speed Requirement 20WPM