Payroll Customer Service Analysts, Tier II

Haynes, Inc.; Charleston (SC); Hybrid; USD 56,000 - 61,000; Full time

Benefits offered by this job

11 paid federal holidays

401(k) with employer match

Medical/Dental/Vision Insurance

Flexible Spending Accounts

Life Insurance

Disability Insurance

Tuition Reimbursement

Professional Development & Training

Job summary

Haynes, Inc. is seeking a Payroll Customer Support Analyst, Tier II, to support the Department of State in Charleston, SC. A Secret Clearance is required or in process.

The role is full-time with a starting salary of $56,000–$60,500 plus a comprehensive benefits package. Experience with American Payroll and DoS processes is preferred. Qualified candidates will have strong customer service skills, the ability to manage multiple tasks, and the ability to mentor Tier I staff.

Qualifications

• Senior level experience in Payroll Customer Support procedures and American Payroll policy.
• Associate’s degree or 1–2 years of related experience.
• Ability to multi-task and use critical thinking for customer issue resolution.

Responsibilities

• Engage via CGFS Engage to track issues from start to closure in the ticketing system.
• Maintain proficiency in Tier I duties during high volume or staffing changes.
• Mentor Tier I analysts and provide ongoing subject matter/process training.
• Take ownership of tickets as needed to progress toward resolution.
• Contribute to support documentation and knowledgebase updates.
• Coordinate routing of complex inquiries to Global Compensation and other groups.
• Review reports to assist with performance monitoring.
• Assist in ISO 9001 documentation activities for the PCS group.
• Provide back-up support for training and reporting as needed.

Skills

Payroll customer support

Customer service

Multi-tasking

Critical thinking

Education

Associate's degree

Tools

CGFS Engage

CXone

CGFS Knowledgebase

GFACS

SharePoint

Employee Express

Microsoft Office

DIS

Job description

Haynes Inc is an experienced long-term government contractor, is searching for a Payroll Customer Support Analyst, Tier IIto serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one.A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly.This is a full-time jobwith a starting salary range between $56,000-60,500 PLUS generous benefits package (outlined below). We are looking for a candidate already experienced with DoS American Pay.

About Haynes, Inc.

Haynes Inc,continues to partner with Department of State (DoS) in Charleston, SC. Our 70+ employees. support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of: Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in: Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.

Haynes, Inc. provides our employee family a robust benefits package including: 11 paid Federal holidays, generous Employer Match on your 401k, Paid Time Off, Medical/Dental/Vision Insurance, Flexible Spending Accounts, Life Insurance, Disability, Tuition Reimbursement, free Professional Development & Training Program with 9000+ courses, and more!We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!

Minimum Requirements

• Senior level experience in Payroll Customer Support procedures, American Payroll policy, and software systems utilized (see below)
• A two-year associate’s degree from an accredited college or university in a related field or one to two years’ experience relative to the Payroll Customer Support Analyst position may be substituted.
• Ability to multi-task and to use critical thinking for customer issue resolution

Preferred Skills/Experience (but not required)

• Minimum 1 year experience as a Tier 1 Payroll Customer Support analyst
• Minimum 2 years’ relevant experience as a call center analyst or payroll technician
• A working knowledge of American Payroll processes and workflows, including escalation procedures
• Knowledge of Quality Control Program (QCP) procedures

Our most Successful Employees in this Position Demonstrate:

• Strong communication skills for phone and email customers, including escalated tickets. Desired skills:
  • Effective Listening
  • Tact and Patience
  • Positive Persuasiveness
  • Attentiveness and Courteousness
  • Ability to multi-task and work from one situation to another at a fast pace
  • Excellent customer service skills
  • Desire to assist team members and share best practices/lessons learned
• Superior verbal and written communication and organizational skills

Job Function/Responsibilities

• CGFS Engage: The CGFS Engage portal is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the CGFS Engage system.
• Maintains proficiency in all Tier I responsibilities and may be required to perform them during times of high volume, short staff, or at management discretion.
• Serves as a mentor to the Tier I analysts and provides ongoing subject matter/process training to assist in Tier 1 analyst development.
• Provides direct support for Tier I analysts and may take ownership of a ticket as needed to progress an issue toward resolution.
• Participates in special project tasks including, but not limited to:
  1. Maintaining and contributing to support documentation on the PCS (Payroll Customer Support) SharePoint site
  2. Reviewing, creating, updating Knowledge Base articles, and assisting with Customer Support Knowledge Base initiatives
  3. Developing instructional materials, providing team presentations, and conducting ongoing training
• Coordinates routing of complex and actionable inquiries to Global Compensation and other groups as required.
• Reviews reports to assist with performance monitoring.
• Determines if the ticket needs to be escalated and provides additional guidance to the Tier I analyst to bring the ticket to a resolution.
• Assists in the review/update of ISO 9001 documents/activities relating to the PCS group.
• May be assigned additional duties by the PCS Team Lead such as:
  1. Serve as back-ups (When trained) to support the training and reporting provided by the PCS Leadership Team in their absence or as requested.
  2. Provide backup support for project and operational/interdepartmental meetings and workgroups as needed.
  3. May be assigned additional activities across the Customer Engagement (CE) group.

Security Clearance Requirement

All personnel provided under this task order must be able to either possess or obtain a security clearance of “Secret” to be issued by Department of State, Diplomatic Security. Important note to consider: Secret Clearance will open a lot of other doors for your career in the Federal Government to include possibilities of being hired directly as a federal employee.

Work Schedule

To be hired, the candidate must reside in the state of South Carolina. This position supports a government contract and is subject to the government agency rules and management. The employee will work an 8-hour shift between the hours of 6:15 am to 6:00 pm with a non-compensated 30-, 45- or 60- minute lunch (See your Project Manager regarding the work schedule and department policies). Primary desk coverage hours are 8:30 to 5:00, Monday through Friday. Schedules are based on coverage needs and seniority with reasonable flexibility allowed. Additional hours may be required and must be authorized by your Project Manager and DoS Management.

Software Systems Utilized

• CGFS Engage
• CXone Phone System Software
• CGFS Knowledgebase
• GFACS
• SharePoint
• Employee Express
• Microsoft Office
• DIS

Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.