Payroll Assistant II

Job Purpose

The Payroll Support Specialist serves as the first point of contact for payroll-related inquiries and support requests from associates, managers, Human Resources, and external parties. This role provides excellent customer service, resolves Tier 1 payroll inquiries, completes employment and income verification requests, researches legal and documentation requests, and dispatches cases to Payroll Operations, Payroll Tax, or Time & Labor for timely resolution within established service level agreements.

Key Accountabilities

Payroll Customer Service & Tier 1 Case Resolution
• Serve as the first point of contact for payroll-related inquiries submitted through HR
Connect, email, phone, or other service channels
• Resolve Tier 1 payroll questions related to pay, deductions, direct deposit, taxes,
timekeeping, payroll calendars, and general payroll processes
• Provide professional, accurate, and customer-focused communication to associates,
managers, HR partners, and external requestors
• Document case activity, research steps, outcomes, and customer communications
clearly and consistently
• Escalate sensitive, urgent, or complex issues to appropriate payroll teams or
leadership
Case Intake, Triage & Dispatch
• Review, categorize, prioritize, and route payroll-related cases to Payroll Operations,
Payroll Tax, or Time & Labor based on issue type and required expertise.
• Monitor case queues to support service level agreement adherence and timely follow-
up
• Identify missing information and request additional details needed to support
resolution
• Partner with payroll workstreams to ensure cases are routed accurately and closed
with appropriate documentation
• Identify recurring routing issues and recommend improvements to case categories,
intake forms, and knowledge articles.
Employment Verifications, Legal Requests & Administrative Support
• Complete verification of employment and income requests in accordance with
company policy and confidentiality requirements

• Research and support legal requests, subpoenas, garnishment inquiries,
unemployment surveys, and payroll record requests as assigned
• Maintain accurate payroll support documentation and ensure sensitive information is
handled with discretion
• Coordinate with Payroll Operations, Payroll Tax, HR, Legal, or other teams when
additional review is required.
Knowledge Management & Continuous Improvement
• Support creation and maintenance of payroll knowledge articles, service scripts, FAQs,
and standard operating procedures.
• Identify inquiry trends, customer experience concerns, and opportunities to improve
service delivery.
• Participate in training, cross-training, and process improvement activities to strengthen
payroll support consistency

Qualifications, Experience, and Skills

Associate degree in Business, Human Resources, Accounting, Finance, or related field preferred
▪ Equivalent combination of education and relevant experience may be considered.
Minimum Experience
▪ One to three years of customer service, payroll support, HR shared services, human
resources, timekeeping, or related administrative experience.
▪ Experience using case management, ticketing, payroll, or timekeeping systems
preferred.
▪ Experience in handling confidential employee information and service level
expectations preferred.