NextGen Payroll Service Representative

ADP is hiring a Payroll Support Representative -- Level I. The Payroll Support Representative supports Major Accounts Comprehensive Services Client users on Next Gen WFN and related applications by providing guidance and research in response to a wide variety of questions and issues presented by Client Payroll Administrators. The person in this role will use multiple tools and research resources in order to develop an accurate and comprehensive response to a wide range of inquiries regarding payroll practices and tax considerations, taking into account the differences across states and localities.

Due to the nature of the Comprehensive Services business, the person in this role will also interface with multiple ADP service organizations as well as third party vendors that provide services to our Clients. To support a unified Client experience, they will also have familiarity with common HR questions and will access systems in other service organizations and other knowledge bases.

This person also works closely with the Comprehensive Services Relationship Manager to address Client requests for guidance and best practices. The Payroll Support Representative will also be assigned to a specific group of Clients for the purpose of providing proactive updates and information.

• Client Facing with Assigned Non-Comp Payroll Client Base

• Works in an inbound phone support model

• Provides WFN/Auto Pay Payroll Technology Support

• Supports General PR, HR - Benefit Questions

• Supports Payroll Processing Questions and Issues

• Conducts Initial Issue Troubleshooting

• Works with internal teams to resolve complex issues

• Respond to questions from Clients regarding the use of the WFN, PayX, ezLM, Portal, and HRB applications. Provides application/navigation support.

• Assist Clients with Client data maintenance, setup, configuration changes in Auto Pay Mainframe, WFN, ezLM, HRB and the Portal and coordinates with all functional areas (e.g. PTO, Special Calcs, Time and Attendance schedule, 401k, etc.) as needed.

• Performs new feature setup requests (e.g. Group Term Life, HSA, direct deposit calcs, special calcs, Benefit Accruals, Multi-J, split wraps, add'l locations, etc.).

• Assists and supports Clients with Payroll processing questions and issues.

• Use on-line tools and other resources to research and respond to Client inquiries requiring guidance on how to address a wide variety of payroll, pay practice and payroll tax questions and situations.

• Collaborates with internal Clients/Partners (401k, FSA, Tax, etc.) and/or third party vendors involved in providing services to identify and resolve issues and ensure that these services meet Client expectations.

• Escalates Client issues to SSS, Tech Services, Project Services, Connections Team, Carriers, Development or other 3rd parties as appropriate. Communicates status and resolution to Client.

• Assists Client with tax changes for understanding, conducts research and follow-ups as needed.

• Performs other related duties as assigned.

• Occasional extended hours during peak seasons. May work 5 - 10 hours of OT 6 - 8 weeks of the year.

• Provides WFN/Auto Pay Payroll Technology Support

• Supports General PR, HR - Benefit Questions

• Supports Payroll Processing Questions and Issues

• Typically will focus on smaller and/or less complex clients.

• Complexity may be measured by one or more of the following: # of employee, structure of client's PR Department, utilization of PR functionality, complexity of PR configuration, unique workflows, etc.

• Decisions made are based on established processes and procedures. Exceptions are referred to manager or senior team members

• Internal : work with other ADP Teams for escalations, issue resolution and collaboration with other service areas and collaboration with other service areas

• External: ADP Client Contact