Payroll Customer Advocate; PCA

Essential Job Functions

Global Compensation provides compensation services to U.S. Foreign Service employees, Department of State Civil Service employees and Locally Employed (LE) staff. They provide both American and LE staff payroll services for U.S. agencies overseas and annuity services for Foreign Service retirees. With locations in Charleston, South Carolina and Bangkok, Thailand, Global Compensation manages one of the most complex compensation environments in the world, providing compensation services in 180 countries and 140 currencies.

Services include time and attendance, payroll, annuity payments, customer support, withholding, benefits, record keeping and reporting for our employees working domestically and overseas at our Embassies and Missions. Global Compensation’s primary goal is to provide world‑class compensation services to its customers.

The U.S. Department of State (DoS), The Bureau of the Comptroller and Global Financial Services, Charleston has a requirement for a Compensation Analyst in the Payroll Customer Advocate Division. The Payroll Customer Advocate Branch supports and manages payroll related issues/escalations (regular and priority) and small projects while working with and maintaining relationships between the pay floor, post, HR, and servicing the needs of customers.

• Provide resolution to escalated customers via phone and e‑mail (An escalation occurs during any of the following scenarios:
  Payroll Customer Support (PCS) has an escalated customer that requires assistance to resolve a payroll issue; PCS has a case that needs to be resolved and closed in a timely manner because the action has been open in the Document Imaging System (DIS) for an extended amount of time, or the payroll issue requires a more complex knowledge of the payroll system).
• Research and resolve complex payroll issues (ticket escalations) for Payroll Customer Support and HR and Timekeepers at Post.
• Supports and provides feedback for priority escalation cases to upper management daily.
• Provides PCS direct feedback after ticket resolution.
• Reviews, conducts research, and monitors escalations to full resolution.
• Document records clearly and efficiently in the Document Imaging System (DIS).
• Process Level 2’s due to non‑payment, over‑payment, under‑payments.
• Creates and tracks customer call transcript log on AMPAY Executive Coordinator Dashboard.
• Supports project‑based work as needed.
• Occasional support of automation tools i.e. BOTs.

• Analytical
• Previous experience on a support desk
• Attention to detail
• Process oriented
• Research oriented
• Organized

Minimum Requirements:

• A four‑year degree from an accredited college or university is required.
• Provides support like a Senior Financial Analyst, but in a narrower range of operations and under closer supervision of more senior personnel. A financial analyst would support a defined operation or function, such as examination for invoices for technical errors, recommending action to certifying officials, processing transaction exceptions according to prescribed procedures, recording obligations, recording expenditures, preparing source documentation for requisitions for services, or maintaining memorandum records supporting budget formulation and/or execution.
• Position requires a Secret Security clearance or qualify for a security clearance.

The employee will work an 8‑hour shift between the hours of 6:15 am to 6:00 pm with a non‑compensated 45‑minute lunch (see your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management. This position is on site.