Canada Customer Tax Account Specialist

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 experienc ing 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.