HR / Payroll Specialist II (Call Center)

HR / Payroll Specialist Ii

ADP is hiring an HR / Payroll Specialist II. This is a hybrid position working 3 days in the office and 2 days at home.

Position Summary :

Provides high quality customer service to approximately 50,000 globally dispersed ADP Associates, Managers and Field HR Support via phone and web to case resolution. The Client Facing Support teams are responsible for providing HR, Benefit - Payroll policy and process support as well as assistance with the utilization of the Time - Labor Management system, Talent Management System, Compensation Systems, HRIS and ADP's internal Intranet site. Additional support is provided with, but not limited to, notice of banking changes / direct deposit, and W2 requests.

Specialists are accountable for adherence to standardized scripts, call center schedules, metrics and case resolution protocol. Works effectively as a team member to ensure that all department deadlines are met and all responses to clients are in compliance with ADP Corporate HR, Payroll and Business Unit policies, procedures and State - Federal Regulations. Develops strong business relationships with other Services areas, such as : Payroll Operations, Strategic Staffing, HR Employment Practices, HR Programs, HR Processing, HR Project Services and Corporate Systems to provide high level of service that appears seamless to the client. Must maintain the highest level of security, confidentiality and accuracy due to the data accessed and possibility of financial risk or impact to ADP's reputation. Must be flexible to work a rotating shift between the hours of 8 : 00 AM and 8 : 00 PM.

Responsibilities :

• Provides high quality customer service to approximately 50,000 globally dispersed ADP Associates, Managers and Field HR Support via hotline and web to case resolution. Maintains the highest level of security, confidentiality and accuracy due to data accessed.
• Establishes and maintains effective relationships with the client base and gains their trust and respect. Provides timely and accurate resolution of client issues based on service level agreements. Utilizes case management system to track all client interactions based on case management standards.
• Responsible for adherence to standardized scripts and call center schedules and metrics and case resolution protocol.
• Develops strong business relationships with other Services areas, such as : Payroll Operations, Strategic Staffing, HR Employment Practices, HR Programs, HR Processing, HR Project Services and Corporate Systems to provide high level of service that appears seamless to the client.
• Accountable for ensuring that all responses are in compliance with ADP Corporate HR, Payroll and Business Unit policies and procedures, State and Federal regulations, HIPAA and Sarbanes Oxley controls.
• Responds to inquiries from Field HR, all levels of Management and Associates relating to HR, Compensation and Payroll policies and procedures, wage and hours regulations and FLSA laws. Acts as a resource in the areas of associate data - compensation changes; on-boarding, terminations and severance; 3rd party sick pay; benefit accruals; liens, garnishment and NACHA regulations. Provides support to third parties for verification of employment while following data security guidelines.
• Provide technical application support to the client base for the utilization of Time - Labor Management system, Performance / Talent Management Systems, HRIS Systems and Payroll Systems, such as OBA, EeTime, MSS, StARS, Comp Planner, Comp Viewer TMS, Enterprise EV5, iReports and AutoPay. Provides assistance with the navigation of ADP's intranet site.
• Processes transactions such W2 requests and address changes for terminated associates.
• Process Benefit enrollment / changes where applicable.
• Acts as Tier II support for smart shore and off shore team mates.
• Acts as the Subject Matter Expert for HR, Compensation and Payroll policies, procedures, HIPAA and State and Federal regulations. Utilizes expert knowledge to research and resolve a broad range of HR, Compensation and Payroll issues. Creates articles for Knowledge Management Tool in area of expertise. Provides Tier 2 support to Tier I.
• Maintains in-depth knowledge of ADP's HR technology and HR and Payroll / Benefits policies and procedures to troubleshoot complex issues. Mentors HR / Payroll Specialist I and II in understanding ADP policies, processes and workflow. Creates SOP and Job Aids in Areas of expertise. Subject Matter Expert in all skills.
• Mentors New Hires and colleagues in areas of expertise. Provides high touch support for Field HR.
• Back up Team Lead. Research escalations.
• Provides feedback and support during the pilot process of new products and initiatives. Makes recommendations to management team regarding workflow and system enhancements.

Qualifications Required :