Payroll Support Representative

3 weeks ago

Norfolk, United States ADP Full time

Client Facing with Assigned Non-Comp Payroll Client Base
- Works in an inbound phone support model
- Provides WFN/AutoPay Payroll Technology Support
- Supports General PR, HR & Benefit Questions
- Supports Payroll Processing Questions and Issues
- Conducts Initial Issue Troubleshooting
- Works with internal teams to resolve complex issues

**At ADP we are driven by your success.** We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our **CORE** values**:Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.**

**RESPONSIBILITIES**:

- Assist Clients with Client data maintenance, setup, configuration changes in AutoPay Mainframe, WFN, ezLM, HRB and the Portal and coordinates with all functional areas (e.g. PTO, Special Calcs, Time and Attendance schedule, 401k, etc.) as needed.
- Performs new feature setup requests (e.g. Group Term Life, HSA, direct deposit calcs, special calcs, Benefit Accruals, Multi-J, split wraps, add'l locations, etc.).
- Assists and supports Clients with Payroll processing questions and issues.
- Use on-line tools and other resources to research and respond to Client inquiries requiring guidance on how to address a wide variety of payroll, pay practice and payroll tax questions and situations.
- Collaborates with internal Clients/Partners (401k, FSA, Tax, etc.) and/or third party vendors involved in providing services to identify and resolve issues and ensure that these services meet Client expectations.
- Escalates Client issues to SSS, Tech Services, Project Services, Connections Team, Carriers, Development or other 3rd parties as appropriate. Communicates status and resolution to Client.

**Completes complex projects including**:
1. Calculation updates, special reports, tax amendments, company setup, troubleshooting

2. PTO, OT, Double Time, etc. researches historical data for adjustments needed

3. Researches Benefit Accruals recalculates and imports corrections.
- Assists Client with tax changes for understanding, conducts research and follow-ups as needed.
- Performs other related duties as assigned.
- Occasional extended hours during peak seasons. May work 5 - 10 hours of OT 6 - 8 weeks of the year.

**Functional Responsibility**:

- Provides WFN/AutoPay Payroll Technology Support
- Supports General PR, HR & Benefit Questions
- Supports Payroll Processing Questions and Issues

**Typical Assignments**:

- Typically will focus on smaller and/or less complex clients.
- Complexity may be measured by one or more of the following: # of employee, structure of client's PR Department, utilization of PR functionality, complexity of PR configuration, unique workflows, etc.

**Decision Making/Judgment**:

- Decisions made are based on established processes and procedures. Exceptions are referred to manager or senior team members

**Contact (Internal & External)**:

- **Internal**: work with other ADP Teams for escalations, issue resolution and collaboration with other service areas and collaboration with other service areas
- **External**: ADP Client Contact

**QUALIFICATIONS REQUIRED**:
**Education**:

- Bachelors Preferred. Completion of FPC (Fundamental Payroll Certification).

**Experience**:
Minimum 2 years of payroll processing experience. Basic knowledge of payroll tax deposit, filings, principles and wage and hour laws.
- WFN ( Portal)
- PR Module, HR Module, TA Module
- Wage Garnishments
- Tax Registration
- Total Tax Plus
- ADP Reporting
- GLI

ADP Tools
- SharePoint
- AutoPay Mainframe
- LUMIN
- All internal tools to support the offering

Exposure to additional offerings:

- Comp Benefits, Comp HR
- COBRA
- FSA
- 401k
- High-level payroll knowledge including payroll skills for processing Client payrolls. Accuracy and dependability important since errors or omissions can directly impact Client associate paychecks, and errors in reporting can also lead to penalty and interest payments for ADP.
- Basic knowledge of payroll tax principles and wage and hour laws.
- Strong verbal and written communication skills.
- Ability to analyze and resolve problems through effective customer interface and communication.
- Must be able to work under time constraints to ensure that deadlines are met.
- Excellent Professional Customer Service Skills.
- Strong Organizational Skills.
- Strong Process and documentation skills.
- Strong Research Skills.

LI-Hybrid

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religio

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