Payroll Services Representative

Description

Position Summary

CIP Payroll is seeking a Payroll Service Specialist to provide day to day support to our payroll clients and their employees. This is a hands-on service position for someone who understands payroll, communicates clearly, and takes ownership of questions from the time they are received through final resolution.

The Payroll Service Specialist will answer calls, emails, and support tickets, troubleshoot payroll issues, assist employees and client contacts, and coordinate with internal teams and outside partners when additional support is needed. The right person will be organized, responsive, accurate, and comfortable working in a fast-moving environment where priorities can change quickly.

Key Responsibilities

Client and Employee Support

• Serve as a primary point of contact for payroll clients and their employees
• Respond to incoming calls, emails, and support tickets promptly and professionally
• Assist with questions regarding paychecks, direct deposits, taxes, deductions, timekeeping, paid time off, employee access, and payroll documents
• Explain payroll information in clear, simple terms
• Help employees navigate the payroll system, mobile application, onboarding process, and self-service tools
• Follow each request through completion and keep the client informed throughout the process

Payroll Issue Resolution

• Review and research payroll discrepancies, including earnings, hours, deductions, taxes, benefits, garnishments, and direct deposits
• Triage incoming issues based on urgency, payroll deadlines, financial impact, and employee impact
• Resolve routine matters independently and escalate complex issues to the appropriate internal team member or vendor
• Assist with corrections, manual checks, voids, reissues, reversals, and off-cycle payroll requests
• Document the issue, research performed, actions taken, and final resolution
• Identify recurring problems and recommend ways to improve the process

Payroll Processing Support

• Support clients throughout the payroll cycle, including payroll preparation, processing, and post-payroll review
• Review payroll changes and supporting documentation for accuracy and completeness
• Assist with new hires, terminations, compensation changes, deduction updates, benefit deductions, tax changes, and direct deposit updates
• Monitor open items and confirm that required changes are completed before payroll is finalized
• Assist with payroll reports, general ledger questions, time and attendance, electronic onboarding, and related payroll services
• Coordinate with payroll processors to ensure client requests are handled accurately and on time

Service and Ticket Management

• Maintain accurate and complete records within the ticketing and payroll systems
• Monitor assigned tickets, due dates, aging, and client follow-ups
• Prioritize urgent payroll matters and items that could delay payroll or affect employee pay
• Communicate clear expectations regarding timing, required information, and next steps
• Follow up on open matters until they are fully resolved
• Maintain confidentiality when handling payroll, employee, banking, and personal information

Service Targets

• First response to tickets within 4 business hours.
• 80 percent of tickets resolved within 3 business days.
• Implementation timeline: 4 to 8 weeks for payroll only, 8 to 12 weeks with modules, based on scope and client readiness.
• Client satisfaction score target: 90 percent or higher

What Success Looks Like

A successful Payroll Service Specialist:

• Responds quickly and communicates clearly
• Takes ownership instead of simply passing an issue along
• Understands the urgency of payroll and the impact an error can have on an employee
• Keeps accurate notes and follows through on every commitment
• Knows when to resolve an issue independently and when to escalate it
• Remains calm, professional, and helpful when handling difficult situations
• Looks for the cause of a problem, not just the immediate fix
• Builds trust with clients by being dependable, accurate, and responsive

Requirements

  Qualifications 

• Two or more years of payroll processing, payroll service, or related client support experience preferred
• Working knowledge of payroll calculations, payroll taxes, deductions, direct deposits, and wage and hour requirements
• Experience supporting multiple clients or business locations is strongly preferred
• Experience with PrismHCM or another payroll and HR platform is helpful
• Strong written and verbal communication skills
• Excellent attention to detail and follow-through
• Ability to manage multiple requests, competing deadlines, and changing priorities
• Strong problem-solving skills and the ability to research an issue before escalating it
• Comfortable communicating directly with clients and employees
• Ability to handle confidential information with professionalism and discretion
• Proficiency with Microsoft Outlook, Excel, and related business systems
• Fundamental Payroll Certification or Certified Payroll Professional designation is a plus, but not required