Payroll Specialist (Entry Level)

Job Description

Provide an exceptional experience for Anchor Payroll customers handling phones calls, emails and video meetings from clients regarding processing payroll, employee data, payroll tax filing, payroll issues and ancillary services.

No prior experience as a payroll specialist/client service representative is required; however, customer service experience is preferred.

• Responsible for daily inbound/outbound calls and emails with Anchor Payroll clients, helping clients with processing payroll, adding new employees, issues with previously run payrolls and questions regarding their account information to ensure accurate payroll processing and payroll tax filing.
• Ensure the accurate processing of payroll for clients via phone, email or online payroll assistance.
• Assist clients with any payroll issues; including, time and attendance, online payroll processing, direct deposit, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions, and benefits.
• Investigate client issues and collaborate with other Payroll Specialists, Tax Managers and other team members to resolve issues affecting clients’ accounts.
• Prepare documentation for amended tax returns, voided payrolls, direct deposit reversals and payroll adjustments.
• Record any client contact in our CRM system to document issues and/or updates with their account to ensure that others servicing the client have a clear understanding of any interactions with the client.
• Maintain payroll, payroll tax and Anchor Payroll systems knowledge through internal trainings, self-guided learning, and research to deliver exceptional customer service to our clients.
• Treats customers in a friendly and helpful manner, building confidence in our service and ability to help them process payroll or resolve an issue.
• Manages call and hold time service levels to increase our ability to service all incoming contacts and provide excellent service for each caller/email client.
• Makes efficient use of time managing the call/email queue to complete necessary work accurately, quickly responding to clients, conduct research into client inquiries and contact clients to provide resolution if necessary.
• Must have experience as a Payroll Specialist and demonstrate proficiency with higher level payroll and payroll tax topics.

Requirements

• Associate degree - Preferred
• Ability to multi-task and handle high volume work load.
• Ability to adapt to changing technologies, software and navigate multiple web-based tools.
• Moderate to expert knowledge of Excel and Word .
• Strong data entry proficiency.
• Demonstrate exceptional customer service skills.