Payroll Support Associate

COMMUNITY NAMECommunity Support Office

JOB OVERVIEW

The Payroll Support Associate will work on a Payroll team that is responsible for running weekly and bi-weekly payrolls in the United States (US) and Canada, as well as handling Payroll-related inquiries. This position will serve as the first point of contact for team members who have questions about Payroll. This associate will answer inbound calls and transfers from our Team Member Support Center (TSMC) to provide accurate and thorough assistance and strive to resolve inquiries on the first call.

Additionally, this position will also be responsible for timely responses for Service Now (case management) support tickets. This individual will perform duties that require an understanding of Payroll, company policies, systems and procedures with a strong level of customer service. Sunrise utilizes Workday for Payroll processing and One Source Virtual  (OSV) for taxes, garnishments and payments.

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

• Answer Payroll-related inbound calls and warm transfers within established service levels and provide courteous and professional assistance to team members.
• Assess inquiries accurately, research issues and deliver timely and effective resolution.

• Handle support tickets from Service Now (case management system) including moderate to complex questions related to paycheck, tax or other payroll information.

• Strive to resolve inquiries during the first call whenever possible.
• Gather sufficient information, research in Workday or OSV and answer questions without unnecessary transfers.
• Transfer the ticket or call to the appropriate department that needs to provide additional assistance as needed.

• Collect the appropriate information and coordinate with Payroll team to process manual pay adjustments when needed.

• Coordinate with Payroll manager or designee and create a detailed hand off when an issue cannot be resolved by the Call Center Agent.
• Escalate urgent or sensitive matters promptly to the supervisor to ensure timely resolution.

• Achieve call center performance metrics such as average hold time, average handle time, service levels and abandonment rate.

• Serve as a Payroll subject matter expert (SME).
• Keep up to date on Payroll policies, Workday updates and other pay-impacting scenarios.
• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Perform other duties as assigned.

• Proven ability to provide excellent customer service to our employees via verbal and written communications.
• Clear and professional telephone communication skills with active listening skills.
• Ability and desire to work on a team with the common goal to pay our employees accurately and on-time.
• Enjoy problem solving and being thorough when researching Payroll inquiries or documenting calls.
• Ability to coordinate with Payroll processing team to process off cycle pay adjustments, as well as other Human Resources (HR) teams when the issue requires cross-functional support.
• Ability to multitask and work well under pressure while talking with callers.
• Adaptability to fluctuating call volumes and inquiry types.
• Ability to work independently, take ownership of issues and see them through to resolution.
• Willingness to learn new processes and job skills.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Minimum high school diploma required with some college preferred.
• At least two years of call center or customer service experience; healthcare or senior living experience is a plus.
• Minimum of 2 years’ experience in payroll processing.
• Knowledge of Canadian Payroll a plus.
• Knowledge of US federal and state/province labor/labour and tax withholding laws and regulations.
• Ability to read and decipher payroll reporting from payroll systems.
• Experience with Workday a plus.
• Proficiency with call center software, case management system and Microsoft Office.