Coordinator, Payroll Client Services

Key Responsibilities:

• Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Ensure timely responses via email, chat, phone, and other channels that meet SLAs.
• Document issue details and resolution steps clearly.

Customer Communication:

• Provide timely updates to customers regarding issue status and resolution timelines.
• Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Maintain professionalism and clarity in all written and verbal communication.

Operational Process Execution:

• Follow internal workflows and support documentation to resolve cases consistently.
• Ensure accurate documentation of support tickets and case outcomes.
• Adhere to defined SLAs and operational guidelines.

Learning & Knowledge Development:

• Identify and bring up recurring issues or gaps in documentation or processes.
• Build foundational understanding of payroll concepts and processes.
• Seek guidance from senior team members when encountering unfamiliar issues.