Payroll Support Associate

Why Join Sunrise Senior Living At Sunrise Senior Living, we believe meaningful work starts with purpose. Our team members are passionate about making a positive difference in the lives of residents every day.

Essential Duties 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:

Call handling

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.

Service Now support ticket handling

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

First ‑ call resolution

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.

Payroll payment adjustments

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

Escalation 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.

Metric adherence

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

Knowledge base Serve as a Payroll subject matter expert (SMEKeep 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.

Core Competencies 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

Experience and Qualifications 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/provincial 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 Pay Range:
20.70 - 25.88

Ready to take the next step and make a bigger impact than you ever imagined? As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone…