• Collaborates directly with customers, Support Coordinators/Case Managers, internal payroll and program team members, and budget and billing departments.
• Monitors and responds to customer requests/inquiries via incoming phone calls and emails within established company policies, guidelines, and contract requirements.
• May assign customer service requests/inquiries to team members and/or other department personnel depending on the nature of the customer request and according to company procedures.
• Identify root problems of payroll and EVV issues through research, coordination of corrective actions, revision requests and necessary follow-up until the issue resolution is complete.
• Make outgoing communications to employers of record, workers, support coordinators via phone calls and emails to inform them of the problem and steps needed for resolution.
• Processes employee documents according to company policies and procedures. Including but not limited to; change notices, direct deposits, W-4’s, etc.
• Performs payroll data audits by running reports and looking for missing or incorrect information. Example: pay codes, EBS card setup, terms. Makes necessary corrections
• Assists the Payroll Tax Coordinator with New Employer packet issue reach out/resolution.
• Provides support and training to other customer service team members.
• Responsible for processing special payrolls, at the discretion of the Payroll Supervisor.
• Assists with requests for verifications of employment.

• High school diploma
• Successful clearance of Department of Human Services background check
• Successful clearance of Motor Vehicle Background Check and acceptable driving record per Company Policy

Preferred Qualifications:

• AA or college degree preferred
• Must possess the ability to communicate with staff, participants, family members, visitors, State and County representatives, other professionals in the field, and the general public.
• Excellent written and verbal communication
• 1-2 years of customer service related experience preferred.