Managed Payroll Specialist (REMOTE)

Thread HCM; Alpharetta (GA); On-site; USD 39,000 - 47,000; Full time

Job summary

Thread HCM is seeking a Managed Payroll Specialist to process payroll for multiple clients, provide technical support, and deliver client training. This role focuses on accuracy, timely responses, and high customer satisfaction to drive the company's NPS.

The specialist will engage with clients to resolve inquiries, analyze solutions, and expand technical knowledge to proactively support accounts.

Qualifications

• Experience in payroll processing for multiple clients
• Strong customer service and communication skills
• Ability to train users on payroll systems and processes

Responsibilities

• Process payroll for multiple clients with accurate timelines and reports
• Support payroll processing and respond to client inquiries and issues promptly
• Coordinate with training teams to provide iSolved training for clients
• Assist with time, benefit and tax related tasks and inquiries
• Maintain client satisfaction and retention by meeting 90-minute ticket targets and fostering partnerships

Skills

Payroll processing

Customer service

Attention to detail

Ticketing system

Tools

iSolved

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.

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.

Salary: $28.84 - $33.65 per hour