Specialist, Client Payroll Support COE

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR.

JOB SUMMARY/OVERVIEW:

The Specialist, Client Payroll Support COE acts as a link between TriNet and its customers, ensuring that any difficulties a customer experiences with TriNet's services or products is resolved. The specialist must understand the needs of their customers and articulate TriNet's ability to meet the customers' needs. The specialist will work directly with Payroll Specialist and Client Services Associate to assist with handling customer questions and complaints regarding customer setup and payroll with the highest degree of courtesy and professionalism to resolve customer issues in an accurate and timely manner. The person in this position will also offer alternative solutions where appropriate with the objective of retaining the customer's business. The specialist will work with cross-functional teams to focus on enhancing the customer experience.

ESSENTIAL DUTIES/RESPONSIBILITIES:

* Respond to customer setup and payroll related questions by researching applicable information.

* Record changes affecting net wages, such as exemptions, insurance coverage, and loan payments for each employee

* Resolve payroll discrepancies by collecting and analyzing information. Maintain knowledge of rules and laws which govern the payroll practices.

* Ensure that payroll-related transactions are processed in compliance with policies and procedures. Resolve complaints and as appropriate/necessary, escalates matters to others for problem resolution.

* Open CRM cases and service orders for resolution while keeping the Payroll Specialist and Client Services Associate regularly informed of status and anticipated resolution date.

* Interface with co-workers and business partners to address customer issues.

* Organize and prioritize work to ensure effective, efficient, accurate and timely delivery of responses to meet customer expectations and requirements.

* May work in one or multiple skill sets over various customer tasks.

* Identify patterns and trends that signal service and product issues not in line with customer expectations.

* Provide recommendations to management regarding initiatives to close gaps between customer expectations and delivery.

* Continually maintain working knowledge of TriNet's products and services.

* Other projects and responsibilities may be added at the manager's discretion.

JOB REQUIREMENTS AND QUALIFICATIONS:

Education: Associates degree from college or technical school; or equivalent combination of education and experience

Training Requirements (licenses, programs, or certificates): Payroll certification desired

Experience:

* 1 to 3 years' experience in payroll preferred.

* Experience with and demonstrated knowledge of direct customer service.

* PEO industry experience preferred.

Other Knowledge, Skills and Abilities:

* Excellent customer service skills.

* Solid content knowledge in Payroll (both state and federal regulations).

* Ability to maintain strong level of confidentiality.

* Ability to communicate and gain the cooperation of employees at all levels of the organization. Ability to explain and provide advice on client payroll, reporting and best practices

* Strong verbal and written communication skills.

* Ability to independently resolve issues.

* Knowledge of TriNet's practices, policies, processes, products and system capabilities and

limitations preferred.

* Strong analytical, problem solving, conflict resolution and documentation skills.

* Ability to adapt to a fast paced continually changing and deadline-driven business and work environment while managing multiple priorities.

* Demonstrated ability to work effectively with cross-functional teams to achieve business and project goals.

* Proficient in Microsoft Office Suite

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.):

* Minimal travel required

* Work in a clean, pleasant, and comfortable office setting. Sitting for long periods of time is necessary

* Moderate noise level.

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR.

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