Managed Payroll Specialist

Thread HCM; Alpharetta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Thread HCM is seeking a Managed Payroll Specialist in Alpharetta, GA to manage payrolls for multiple clients with accuracy and timeliness. You will train clients on iSolved, resolve inquiries, and help maintain outstanding customer satisfaction.

This role emphasizes process improvement, collaboration with Time, Benefits and Tax SMEs, and achieving a high NPS. You'll balance tactical payroll work with proactive support, documentation, and escalation when needed.

Qualifications

• Experience handling payroll for multiple clients.
• Strong customer service and training abilities.
• Familiarity with payroll laws and system capabilities.
• Ability to document processes and improve workflows.

Responsibilities

• Process payroll for multiple clients - manage timeline, reminders, maintenance, checks, reports.
• Payroll process improvement - evaluate, document, and educate on best practices.
• Coordinate with Thread trainers to provide iSolved training for clients.
• Time, Benefits and Tax - work with SMEs to build efficient processes.
• Client retention - meet payroll compliance, respond to tickets promptly, maintain high NPS.

Skills

Payroll processing

Customer service

Training

Problem solving

Time management

Data analysis

Tools

iSolved

Ticketing system

Job description

Overview

The Managed Payroll Specialist provides payroll processing, technical support, training, and customer service for one or multiple clients of various sizes and/or industries. The Specialist is the front line for both customer retention and satisfaction and a key driver of our company NPS. A Specialist ensures that all payrolls for their assigned clients are 100% accurate, users are appropriately trained, and requests for assistance, questions, and fixes are answered in a timely manner.

The Specialist provides analysis and testing for potential solutions to customer inquiries and always does so with an attitude of gratitude and the customer in mind. When faced with a complex problem, the Specialist empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation, thus forming a trusted relationship with their customers and colleagues. The Specialist exhibits the core value of 'Deliver Wow', goes the extra mile to resolve a problem, and takes every opportunity to learn and expand their technical knowledge to better proactively serve clients.

Top 5 Responsibilities

• Process payroll for multiple clients - Manage timeline, send reminders, perform maintenance (status changes, leaves, PTO, court ordered deductions), close time, share pre-payroll reports for approval, process and share post-payroll reports. Manual checks and off cycle runs as needed. Wage statements. Verifications of employment.

• Payroll Process Improvement - Proactively evaluate current client and Thread internal processes to ensure effectiveness and accuracy. Document current process. Continue education on payroll knowledge, laws and system abilities. Administer ticketing system effectively.

• Client Training - Coordinate with Thread trainers to provide iSolved training for clients.

• Time, Benefits and Tax - Coordinate with Time, Benefits and Tax SMEs to build effective processes that meet client goals and deadlines

• Client Retention - Meet payroll compliance and client expectations. Respond to tickets timely (under 90 mins) and pick up the phone when appropriate. Maintain a minimum NPS score of 70 or greater. The Specialist strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to achieve a controlled client retention of 98%.

Thread HCM is an equal opportunity employer.