Elite Payroll Onboarding Associate

About the role

The Elite Payroll Onboarding Associate plays a crucial role in guiding small businesses through the onboarding process for Intuit's Elite QuickBooks Payroll clients. This role requires a deep understanding of payroll processes, excellent customer service skills, and the ability to solve complex payroll issues.

Responsibilities

• Master the Client Journey: Manage an ever-changing pipeline of new Elite Payroll clients, guiding them through every stage of their onboarding process with clarity and confidence.
• Be the Payroll Expert: Provide comprehensive expertise for complex payroll setups, including intricate tax regulations, deductions, benefits, and various pay structures, ensuring 100% accuracy and compliance.
• Build Relationships: Act as a trusted advisor, proactively communicating with clients via scheduled appointments and messaging to gather necessary information, answer questions, and provide timely updates.
• Solve Complex Challenges: Apply analytical and problem-solving skills to diagnose and resolve intricate payroll issues and product questions, often working with diverse data sets.
• Empower Clients: Educate clients on the full capabilities of their Elite Payroll Subscription and other relevant Intuit products and services, empowering them to maximize their business efficiency and financial health.
• Ensure Data Integrity: Maintain meticulous and thorough notes for all client engagements, ensuring accurate record-keeping and seamless transitions for ongoing support after their first payroll run.
• Collaborate for Collective Success: Partner closely with internal teams (Sales, Tier 2, Customer Support) and external partners to address complex client needs and drive optimal business outcomes.
• Drive Continuous Improvement: Actively participate in initiatives aimed at enhancing both the client and expert experience, identifying opportunities for process optimization and efficiency gains.

Qualifications

• Deep Payroll Expertise: 1+ years of comprehensive experience as a payroll professional, either processing for a small business, or new customer onboarding.
• Working knowledge of common employee set-up, payroll deductions, analyzing payroll reports, and federal, state, and local payroll laws and regulations.
• Accounting experience is a plus. Intuit QuickBooks Online experience is highly desired.
• Customer-Centric Mindset: Knack for listening to and empathizing with customers to build strong, meaningful relationships.
• Analytical Acumen: Superior analytical and troubleshooting skills; ability to determine from a complex set of variables how to resolve payroll issues.
• Exceptional Communication: Excellent verbal and written business communication skills to inspire client confidence via phone and messaging.
• Tech Savvy: Strong computer proficiency and comfort with navigating multiple web-based and desktop applications. Google Docs and Sheets, CRM tools, knowledge base searches.
• Organized & Adaptable: Savvy time management and multi-tasking with the ability to juggle multiple priorities and deadlines within a high volume and fast-paced environment.
• Problem-Solver: A passion for creative problem-solving and a proactive approach to identifying and addressing client needs.
• Learning Agility: Ability to learn Intuit products, tools, resources, and processes quickly in a training environment, with the ability to transfer learning to an "on the job" environment with real customers.
• Mindset: Desire to learn, understand, and have passion for how you help small businesses succeed across the United States.
• Certification: Certified Payroll Professional (CPP) or Intuit's QBO Certified Payroll ProAdvisor is an advantage.
• Education: High school diploma or GED required. Bachelor's degree in a related field is preferred, along with a small business payroll background.
• Bonus Points: Bilingual proficiency (English/Spanish) is a plus.

Why Intuit?

Make a Real Impact: Your work directly helps small businesses thrive, contributing to their success and the broader economy.

Grow Your Career: Opportunities for continuous learning, professional development, and career advancement within a leading global tech company.

Thrive in a Collaborative Culture: Work alongside a supportive, innovative, and diverse team dedicated to solving customer problems.

Competitive Compensation & Benefits: [Consider adding specific benefits here if allowed, e.g., comprehensive health benefits, generous PTO, 401k with matching, etc.]