Payroll Research Specialist

CRG; Charlotte (NC); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Flexible work schedule

Collaborative culture

Growth opportunities

Job summary

A leading food service provider based in Charlotte, NC, is seeking a Payroll Support Specialist for a 6-month contract-to-hire opportunity. The role involves providing second-level support for payroll inquiries, mentoring associates, and ensuring compliance with payroll policies. Ideal candidates will have at least a year of experience in customer service, preferably in a high-volume payroll environment. This company offers a flexible work schedule, a collaborative culture, and strong growth opportunities.

Qualifications

• 1+ year of customer service or call center experience; high-volume payroll environment preferred.
• Strong understanding of payroll policies, procedures, and compliance.
• Excellent communication skills with the ability to work in a confidential environment.

Responsibilities

• Provide second-level payroll support by resolving work orders escalated from Customer Service.
• Assist Customer Service Associates with complex payroll inquiries.
• Mentor and coach associates on work order resolution.

Skills

Customer service experience

Understanding of payroll policies

Analytical skills

Communication skills

Problem-solving skills

Tools

SAP Payroll

Microsoft Office (Excel, Access, Outlook)

Job description

Our global Fortune 500 client, with U.S. headquarters in Charlotte, NC, is a world class food service provider with a strong presence across the nation. Celebrating almost 30 years in North America, this employee-focused company has received honors for diversity and inclusion, innovation, health and wellness, and company culture. CRG has successfully placed over 220 employees within the last 7 years within this organization, known for its continuous growth opportunities, fantastic benefits package, innovative technology, flexible work environment, and collaborative culture.

Opportunity: 6-month contract to hire

Schedule: Monday – Friday (8:00–5:00 PM, 8:30–5:30 PM, or 9:00–6:00 PM based on monthly rotation)

Responsibilities

• Provide second-level payroll support by researching and resolving work orders escalated from the Customer Service team.
• Assist Customer Service Associates with incoming calls and complex payroll inquiries as needed.
• Mentor and coach associates on work order resolution, ensuring accurate documentation and activity logs.
• Perform root cause analysis to identify recurring issues and recommend preventive process improvements.
• Interpret and consistently apply payroll policies and procedures across all payroll activities.
• Utilize payroll systems (SAP, MySTAFF, MyRequests, and related applications) to research issues and recommend system or process enhancements.
• Review and document payroll processes, automate manual tasks, and eliminate outdated or redundant procedures.
• Monitor off-cycle payroll activity and time submission errors, focusing on volume reduction and accuracy improvement.
• Support payroll audits and collaborate with payroll teams to enhance existing audits or develop new ones.
• Prepare and deliver training content for weekly operations meetings.

Qualifications

• 1+ year of customer service or call center experience; high-volume payroll environment preferred.
• Strong understanding of payroll policies, procedures, and compliance.
• SAP Payroll experience strongly preferred.
• Proficiency in Microsoft Office (Excel, Access, Outlook).
• Excellent communication skills with the ability to work in a confidential environment.
• Strong analytical, organizational, and problem-solving skills with attention to detail.