Payroll Support Rep

About the role

The Payroll Support Representative supports Major Accounts Comprehensive Services Client users on WFN, PayX, ezLM, Portal, HRB and related applications by providing guidance and research in response to a wide variety of questions and issues presented by Client Payroll Administrators. This role uses multiple tools and research resources to develop accurate and comprehensive responses to inquiries regarding payroll practices and tax considerations, accounting for differences across states and localities.

Due to the nature of the Comprehensive Services business, this role interfaces with multiple ADP service organizations as well as third-party vendors that provide services to clients. To support a unified client experience, the representative will also have familiarity with common HR questions and access systems in other service organizations and knowledge bases. This person works closely with the Comprehensive Services Relationship Manager to address client requests for guidance and best practices and is assigned to a specific group of clients for proactive updates and information.

Responsibilities

• Respond to client questions regarding the use of WFN, PayX, ezLM, Portal, and HRB applications, providing application and navigation support.
• Assist clients with data maintenance, setup, configuration changes in AutoPay Mainframe, WFN, ezLM, HRB, and the Portal, coordinating with all functional areas (e.g., PTO, Special Calcs, Time and Attendance, 401k) as needed.
• Perform new feature setup requests (e.g., Group Term Life, HSA, direct deposit calculations, special calculations, Benefit Accruals, Multi-J, split wraps, additional locations).
• Support clients with payroll processing questions and issues using online tools and other resources to research and respond to inquiries about payroll, pay practices, and payroll tax situations.
• Collaborate with internal partners (e.g., 401k, FSA, Tax) and/or third-party vendors to identify and resolve issues, ensuring services meet client expectations.
• Escalate client issues to SSS, Tech Services, Project Services, Connections Team, Carriers, Development, or other third parties as appropriate, communicating status and resolution to the client.
• Complete complex projects, including calculation updates, special reports, tax amendments, company setup, troubleshooting PTO, OT, Double Time, and researching historical data for adjustments.
• Research Benefit Accruals, recalculate, and import corrections.
• Assist clients with tax changes, conduct research, and follow up as needed.
• Perform other related duties as assigned. Occasional extended hours during peak seasons (may work 5–10 hours of overtime for 6–8 weeks of the year).

Requirements

• Minimum 2 years of payroll processing experience.
• Basic knowledge of payroll tax deposit, filings, principles, and wage and hour laws.
• Expected to achieve working knowledge of the following applications:
  • WFN (Portal) – PR Module, HR Module, TA Module
  • Wage Garnishments
  • Tax Registration
  • Total Tax Plus
  • ADP Reporting
  • GLI ADP Tools (SharePoint, AutoPay Mainframe, LUMIN)
  • All internal tools supporting the offering
• Exposure to additional offerings: Comp Benefits, Comp HR, COBRA, FSA, 401k.

Qualifications

• Bachelor’s degree preferred.
• Completion of FPC (Fundamental Payroll Certification) preferred.
• High-level payroll knowledge, including skills for processing client payrolls.
• Strong verbal and written communication skills.
• Ability to analyze and resolve problems through effective customer interface and communication.
• Must be able to work under time constraints to meet deadlines.
• Excellent professional customer service skills.
• Strong organizational, process, and documentation skills.
• Strong research skills.
• Proficiency in MS Office applications, especially Word and Excel.
• Proficiency in using a PC.

Skills

• Accuracy and dependability (errors can directly impact client associate paychecks and lead to penalties or interest payments for ADP).
• Basic knowledge of payroll tax principles and wage and hour laws.
• Collaboration with internal teams and third-party vendors.
• Decision-making based on established processes and procedures; exceptions are referred to a manager or senior team members.