Payroll Customer Support Analyst (Tier 1)

Haynes, Inc.; North Charleston (SC); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

11 paid Federal holidays

401k employer match

Paid Time Off

Medical/Dental/Vision Insurance

Flexible Spending Accounts

Life Insurance

Disability

Tuition Reimbursement

Professional Development & Training

Job summary

Haynes, Inc. is seeking a Payroll Customer Support Analyst (Tier 1) to support the Department of State in Charleston, SC. A Secret Clearance is required or obtainable, and the role is full-time and onsite with a starting salary range of $49,500–$55,000 plus a robust benefits package.

Haynes, Inc. partners with DoS CGFS, employing 80+ staff providing payroll and related financial services across the U.S. and internationally.

Qualifications

• 1 year of payroll processing or customer service experience.
• Experience with analysis, critical thinking, and working independently within a team.

Responsibilities

• Utilize ServiceNow to log and track all customer issues from first contact to resolution.
• Provide payroll-related inquiries support to Department of State employees and retirees.
• Follow Payroll Helpdesk QA program and Quality Control for performance coaching.

Skills

Payroll processing

Customer service

Analysis

Web-based tech

Tools

GFACS

GEMS

SharePoint

Employee Express

ServiceNow

DIS

Avaya Workplace

Job description

Haynes Inc. Payroll Customer Support Analyst (Tier 1)

Haynes Inc an experienced long-term government contractor is searching for a Payroll Customer Support Analyst (Tier 1) to 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 onsite job with a starting salary range between $49,500 - $55,000 PLUS our generous benefits package (outlined below).

About Haynes, Inc.

Haynes Inc continues to partner with Department of State (DoS) in Charleston, SC. Our 80+ 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!

Department Overview

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires a Payroll Customer Support Technician on the Payroll Customer Support Desk. Office of Customer Engagement (CE) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.

Minimum Requirements

• 1 year of overall relevant (payroll processing or customer service) professional experience
• Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions. Experience working with web based or client-server technologies and experience performing business systems analysis

Preferred Skills, but not Required

• Accounting procedures, policies, and operations
• Federal payroll, high volume call center, or help desk experience

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
• Superior verbal and written communication and organizational skills

Job Responsibilities

The ServiceNow system 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 ServiceNow system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the ServiceNow system.

• The Payroll Customer Support Technician supports Department of State employees and retired annuitants and their payroll related inquiries. Technicians will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development. The Quality Control Program (QCP) ensures:
  • Accuracy and quality of customer interactions (phone and email)
  • Provides feedback on strengths and areas of improvement
  • Provides coaching and on-job training when applicable
  • Uses quality monitoring data to compile and track performance at team and individual level
  • Provides feedback to team leads and management

  Software Systems Utilized

  Global Foreign Affairs Compensation System (GFACS)

  • Global Employee Management System (GEMS)
  • Share Point
  • Employee Express
  • Microsoft Office Suite
  • CGFS Knowledge Base
  • ServiceNow
  • Document Imaging Software (DIS)
  • Avaya Workplace
  • Websites of government agencies, e.g., IRS, Thrift Savings Plan (TSP), Office of Personnel Management (OPM)

  Additional Information

  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. Employees must remain in their current position for at least one year before applying for another job within the company or contract.

  Work Schedule

  This is a full‑time job located on Dyess Ave. in North Charleston, SC. Work hours are 40 hours per week between the hours of 6:00 am – 6:00 pm. Flex‑time is available. Core working hours are 9:45 am – 2:45 pm. Work schedule is defined based on the work requirements of our client’s division, Global Financial Services. The contract has a non‑compensated 30-, 45- or 60 minute lunch Monday through Friday. Additional hours may be required and/or must be authorized by your Program Manager and DoS Management.

  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.