Payroll Support Specialist

Job Overview

ADP is hiring a Payroll Support Representative – Level I. The role supports Major Accounts Comprehensive Services Client users on WFN, PayX, ezLM, Portal, HRB and related applications by providing guidance and research on payroll practices, tax considerations, and other HR questions. The representative works in an inbound phone support model, uses multiple tools to develop accurate responses, and escalates complex issues to internal teams or third‑party vendors.

• Respond to client inquiries regarding the use of WFN, PayX, ezLM, Portal, and HRB applications, including application/navigation support.
• Assist clients with data maintenance, setup and configuration changes in Auto Pay Mainframe, WFN, ezLM, HRB and Portal; coordinate with functional areas (PTO, Special Calcs, Time & Attendance, 401k, etc.) as needed.
• Perform new feature setup requests (Group Term Life, HSA, direct deposit calculations, special calculations, benefit accruals, multi‑J, split wraps, additional locations, etc.).
• Support clients with payroll processing questions and issues.
• Use online tools and resources to research and provide guidance on payroll, pay practice and payroll tax questions and situations.
• Collaborate with internal partners (401k, FSA, tax) and third‑party vendors to resolve issues and meet client expectations.
• Escalate client issues to SSS, Tech Services, Project Services, Connections Team, carriers, development or other third parties and communicate status and resolution to the client.
• Complete complex projects such as calculation updates, special reports, tax amendments, company setup and troubleshooting; research and adjust PTO/OT/Double Time histories; calculate and import benefit accrual adjustments; assist with tax changes and research.
• Perform other related duties as assigned; may work extended hours during peak seasons, including 5–10 hours of overtime for 6–8 weeks per year.

• Minimum 2 years of payroll processing experience; basic knowledge of payroll tax deposits, filings, principles and wage‑and‑hour laws.
• Working knowledge of WFN (Portal), PR Module, HR Module, TA Module, wage garnishments, tax registration, Total Tax Plus, ADP Reporting, and GLI.
• Proficiency in ADP tools:
  SharePoint, Auto Pay Mainframe, LUMIN, and all internal tools supporting the offering.
• Exposure to other ADP offerings:
  Compensation Benefits, Compensation HR, COBRA, FSA, 401k.

• Bachelor’s degree preferred.
• Completion of FPC (Fundamental Payroll Certification).
• High‑level payroll knowledge and accuracy essential.
• Strong verbal and written communication skills.
• Ability to analyze and resolve problems through effective customer interface.
• Ability to work under time constraints and meet deadlines.
• Excellent professional customer service skills.
• Strong organizational, process and documentation, and research skills.
• Proficiency in MS Office applications, especially Word and Excel, and PC usage.

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.