MSP PICS Payroll Operations Specialist

Job Number: 24653

Workplace Type: On-site

Employment Type: Full Time Associate

Position Title: MSP PICS Operations Specialist

External Description:

JOB SUMMARY:

• The Operations Specialist is responsible for processing all assigned talent enrollments, timesheets, SOR’s, and required screening for payroll talent in timely compliance within the client/payroll deadlines.  This position utilizes excellent customer service techniques and skills with clients, talent, and other employees in order to promote a high level of satisfaction.  The main focus of this position is to provide outstanding levels of service in a professional and thorough manner. Emphasis is on accuracy, consistency and outstanding customer service.
• Provides administrative/analytical support; specific operations/support role; project driven; exhibits some technical skills; provide leadership and development of other

Operations Specialist Responsibilities: 

• Review all enrollments for completeness and accuracy, and enter into the appropriate system.
• Review, audit and at times, manually enter all timecards for the talent associated to their assigned clients.
• Manage pay and bill rates for talent and clients.
• Enter customer changes as requested.
• Provide customer support and service through accurate and timely answering of client and talent calls and emails.
• Provide customer and talent support for automated time entry systems as applicable.
• Complete payroll documentation as needed for payroll stops, voids, batch cancellations, stop payments and reversals.
• Provide enrollment packets and timesheets upon client request.
• Meet I-9 compliance and manage/resolve eVerify issues with 100% accuracy.
• Identify quality issues contributing to late payment talent and mitigate the issue whenever possible to ensure timely payroll.
• Timely response to all client and talent calls and/or communications via email, fax or voicemail.
• Meet designated payroll deadlines to ensure accurate billing for clients and timely talent pay
• Other duties as assigned

Education:

• High school diploma or equivalent required
• Bachelor’s degree preferred

Work Experience:

• 2-5 years of experience in a Customer Service production setting required
• Previous experience in staffing or service related industry preferred

Knowledge, Skills, and Abilities:

• Proficient with Microsoft Office tools including Word, Excel, PowerPoint
• Proficient with the Google environment including Gmail, Docs, Sheets and Slides
• Strong customer focus and customer service skills
• Excellent organizational, and time management skills
• Excellent verbal and written communication skills
• Possess strong interpersonal skills and general payroll knowledge
• Ability to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues, often with limited standardization
• Possess strong problem solving skills
• Detail oriented with a concern for quality expressed by continually initiating system and process improvements
• Results oriented
• Ability to work as a team or with minimal supervision
• Ability to interact and communicate with all levels of staff and management
• Demonstrates critical thinking, analytical and problem solving abilities

Partnership

• Finds opportunities to work as a team.
• Frequently relied on to handle additional, difficult tasks.
• Participates actively in team discussions and decision-making.
• Knows own strengths and volunteers when those strengths would be valuable.

 Respect

• Works well with other team members and does not contribute to unproductive group conflict.
• Engages in candid and timely communication with people at all levels and parts of the organization.
• Accepts constructive criticism and openly engages in dialog around improvement opportunities.

 Customer Focus

• Responds to questions, requests and concerns in a timely manner.
• Builds and sustains effective working relationships with customers, co-workers and talent.
• Displays a positive and professional image to customers, co-workers and talent at all times.
• Escalate customer service issues promptly to Team Manager.
• Acts in unexpectedly helpful ways to assist customers, co-workers and talent.  

 Results

• Inspires others with personal energy and passion for achieving goals
• Understands team goals and demonstrates accountability for actions and outcomes.
• Prioritizes tasks by considering workload, resources and deadlines for achieving defined goals.
• Anticipates and avoids obstacles to deliver quality work in an efficient manner.
• Client and talent satisfaction scores are within SLA
• I-9 and enrollment compliance is consistently accurate accurate.
• All QA call, email and onboarding reviews are scored with a passing grade.
• All client and talent escalations are responded to within SLA.
• All email is responded to within the 4-6 hour SLA set by the business.
• Hiring trackers are completed consistently.
• Weekly call counts are consistently maintained with the team average.

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Community / Marketing Title: MSP PICS Payroll Operations Specialist

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Location_formattedLocationLong: Alpharetta, Georgia US