Job Details

  • Title: Customer Service Representative
  • Code: RCI-VTL-20741
  • Location: Lake Mary Florida (FL) 32746
  • Posted Date: 06/06/2019
  • Duration: 5 Months
  • Status: Open
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  Job Description

  • Work collaboratively in a team environment as part of the Employee Payroll Support (EPS) Team.
  • Respond to payroll inquiries via inbound phone calls and emails and handle employee escalations.
  • This position will interact on a regular basis with employees of all lines of business, HR, Time and Attendance teams and external Vendor Absence Administration personnel.
  • Position performs a variety of activities in support of the functional processes, programs and/or services.

Primary Responsibility:

  • Answer incoming calls regarding direct deposit, salary changes, special pay, short term disability, and general payroll time reporting inquiries
  • Responsible for maintaining a high level of professionalism with employees and working to establish a positive rapport with every interaction
  • Cooperatively interact with peers in HR, Benefits, and Benefit Vendors to resolve employee questions/issues
  • Accurately update employee call details in the employee payroll support case database
  • Collaborate with leadership team to stay updated on payroll knowledge and stay informed of any changes in policies/procedures
  • Impact the bottom line by problem solving and providing first call resolution
  • Respond timely and accurately to payroll related email inquires
  • Manage workflow to ensure all payroll inquiry cases are completed accurately and timely follow up is provided to employee
  • Interact within the Payroll Operations Support and Control teams to discuss change enhancements to existing system processes.
  • Supports internal and external audit compliance.
  • Other administrative duties, as required

Skills Required:

  • An Associate Degree or Certified Payroll Professional Certification or FPC or equivalent work experience.
  • One or more years of experience in HRMS/Payroll Processing/Timekeeping system applications.
  • One or more years of Customer Service experience.

Ideally, you’ll also have:

  • A Bachelor's degree.
  • General understanding of required compliance with legal, regulatory, and financial requirements governing functional tasks and activities.
  • Finance Operations such as Payroll experience.
  • Experience with end to end payroll processing requirements.
  • Results oriented, strong sense of urgency, proactive.
  • Demonstrated ability to manage multiple functions simultaneously.
  • Possess knowledge of payroll practices, policies and procedures.
  • Strong quantitative, organizational and analytical skills.
  • Excellent communication skills.
  • Team oriented individual who interacts and supports team members, team building.
  • Demonstrated ability to manage large work volumes, show flexibility to meet processing demands, and adapt easily to change.