Payroll Customer Advocate; PCA

Integrated Finance & Accounting Solutions (IFAS) – Charleston, Full-time

Global Compensation provides compensation services to U.S. Foreign Service employees, Department of State Civil Service employees and Locally Employed 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.

Services include time and attendance, payroll, annuity payments, customer support, withholding, benefits, record keeping and reporting for 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, 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, working with and maintaining relationships between the pay floor, post, HR, and the needs of customers.

• Provide resolution to escalated customers via phone and e‑mail when payroll issues arise or tickets remain open in the Document Imaging System for an extended amount of time.
• Research and resolve complex payroll issues (ticket escalations) for Payroll Customer Support, HR, and Timekeepers at Post.
• Support and provide feedback for priority escalation cases to upper management daily.
• Provide direct feedback to PCS after ticket resolution.
• Review, research and monitor escalations to full resolution.
• Document records clearly and efficiently in the Document Imaging System.
• Process Level 2 issues due to non‑payment, over‑payment, or under‑payment.
• Create and track customer call transcript logs on the AMPAY Executive Coordinator Dashboard.
• Support project‑based work as needed.
• Occasional support of automation tools such as BOTs.

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

• A four‑year degree from an accredited college or university is required.
• Provides support similar to a Senior Financial Analyst within a narrowed range of operations under closer supervision, including examination of invoices for technical errors, recommending action to certifying officials, processing transaction exceptions, recording obligations and expenditures, preparing source documentation for requisitions, and maintaining memorandum records for budget formulation and execution.
• Position requires a Secret Security clearance or the ability to qualify for one.

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

Integrated Finance & Accounting Solutions (IFAS)