Job Information
ADP Payroll Specialist in Norfolk, Virginia
ADP is hiring a Payroll Solutions Specialist.
Are you ready to join a company offering career advancement opportunities throughout your career journey?
Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
Are you looking for an inclusive environment with a culture of collaboration and belonging?
If so, this may be an opportunity for you. Read on and decide for yourself.
In this role, you will join a high-performing team in ADP's Human Resources Outsourcing department that provides support and guidance in response to a wide variety of payroll and tax-related questions and issues presented by Client Payroll Administrators. You carry the weight of ADP's service reputation and client satisfaction in your hands.
Every day, you will utilize multiple tools and resources to develop accurate, comprehensive, and friendly responses to clients' inquiries regarding payroll practices and tax considerations. The nature of what you do every day will not change -- your #1 goal is to help clients. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success!
To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here, but friendships that last in a company that values inclusion.
To learn more about Client Services at ADP , watch here: https://adp.careers/Client_Services_Videos
WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:
Client Consultation. You will be assigned a group of clients (“book of business”) that you are responsible for supporting. As a PSS, you will be client facing, working directly with client practitioners and act as a trusted advisor, providing consultative support and recommendations on product optimization. You are responsible for maintaining a strong relationship with your clients & acting as a proactive, strategic partner to anticipate & meet their day-to-day needs.
Payroll Processing & Tax. You will be responsible for partnering with clients to process payroll by using Standard Operating Procedures & client pay practice information. Each payroll you will conduct standard audits to ensure pay accuracy, compliance, and communicate updates to your client throughout the life cycle of the payroll. You will assist clients with tax changes, conduct research, and follow-up as needed. To ensure timely and accurate payroll and tax processing, you will provide timely communication to the correct parties for any updates, changes, or client issues. You will demonstrate critical thinking skills. When troubleshooting, you are responsible for fixing the issue at hand, & thinking through how to proactively avoid this issue in the future.
Product Support. You will respond to client questions regarding our payroll products and provide application and product navigation support. Support activities can include data maintenance, set up, configuration changes for multiple options (e.g., Vacation/Paid Time Off, Special Calculations, Time and Attendance schedule, 401k, and more) and new feature set up requests (e.g., Group Term Life, Health Savings Account, direct deposit calculations, Benefit Accruals, etc.).
Quarter and Year-End Support. During these periods, you will play a critical role where we resolve issues in partnership with our clients that surface in error prevention notices. Together, you will determine corrections and generate details on changes needed for processing additional payroll.
Reporting and Analysis. You will work on complex projects, including calculation updates, special reports, tax amendments, company set up, troubleshooting, and more. You will research historical data, determine adjustments, and use online tools to make corrections.
Collaborate and Communicate. You will collaborate with internal teams (401k, Flexible Spending Accounts, Tax, etc.) and possibly third-party vendors to identify and resolve issues and ensure that these services meet client expectations. You will escalate issues when necessary and communicate status and resolution to the client. You will also share upcoming changes with your clients that could impact them and address their concerns. You will create standard client documentation and update it regularly.
Protect Data. Trust & integrity is key to the PSS role. You are responsible for protecting your client’s data & information per ADP’s security standards
TO SUCCEED IN THIS ROLE: Required Qualifications
One – two years of customer service or client facing / account management experience
Excellent time management & organizational skills
Excellent verbal & written communication skills. Must be able to effectively manage communication with your clients. This includes being able to summarize notes & next steps after client conversations.
Ability to work independently & as a team in an ever changing, fast paced environment
Basic problem-solving skills (utilization of resources, escalation methods, etc.)
Self-starter attitude: take control of situations, act like an owner, and be comfortable using the phone
Persevere through situations: ability and desire to get the job done right & hold yourself accountable for the results
Intermediate Microsoft Office skills
Call Observation- meets call calibration expectations
Office based role; majority of the time you will be required to be in the office
BONUS POINTS FOR THESE: Preferred Qualifications (not required)
HCM & salesforce system knowledge
A basic understanding on complex topics (benefits accruals, amendments, etc.)
A degree in Business
Fundamental Payroll Certification (FPC)
Certified Payroll Professional (CPP)
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.