Client Relations Specialist

We are seeking a permanent full-time position as Client Implementation Specialist who will work closely with the company’s Service Delivery Leadership group, Customer Relationship Directors, and Payroll Administration, supporting customers for Level 1 and Level 2 payroll-related activities. You’ll work with our payroll tax and benefit administration groups, processing data requests from our ASO clients. This is an excellent opportunity for an ambitious, high-energy individual to be on the front line, connecting with customers and driving high customer satisfaction.

The ideal candidate will have customer support experience with HCM or HRIS systems, including time and attendance software and hardware.

Responsibilities:

• Diagnose payroll-related cases that cannot be resolved by Level 1 support. Interact with customers to understand issues in accordance with EPAY’s HCM platform and resolve the cases in a timely fashion, driving high customer satisfaction.
• Uploading and auditing timekeeping records for compliance with established standards, maintaining time and attendance records, entering new hires into the payroll system, posting changes in pay and tax status, and other miscellaneous charges related to client payroll. 
• Computing wage and overtime payments, calculating and recording payroll deductions, processing requests for paycheck advances, and processing terminations.
• Balancing and controlling earnings and deduction totals, calculating and preparing general ledger entries, inspecting automated system output such as registers and standard reports, determining and correcting out-of-balance conditions
• Adjust customers’ system setup according to new customer requirements or plan changes.
• Adhere to the SOPs and set protocols driving the department’s matrices and maintain the contractual service level agreements for EPAY customers.
• Ensure excellent incident management skills while documenting all customers’ transactions in our CRM application (Salesforce).
• Identify and analyze specific payroll trends for our customers and suggest best practices from a compliance standpoint.
• Understand customers’ training requirements and work with EPAY’s implementation team and a group of certified trainers.

Qualifications:

• 4-8 years of customer support experience in HRIS systems, including payroll and time & attendance
• Support discovery sessions to understand the client’s fund structure, current processes, scope of asset classes, and bespoke requirements
• Facilitate and provide structure for regular client meetings during the implementation
• Writing and managing detailed project plans
• Member of a global Client Implementation Team
• Report customer project accomplishments and deliverables to management monthly
• Review and approve staff card program changes and trend opportunities for department development
• Be the point person for “franchise” clients with lots of high level exposure and Sr
• Determine, coordinate and support connectivity needs for the various trading desks across all asset classes
• Utilize KYC documentation skills to verify the identity of new clients
• Procuring internal approvals for new transactions, managing the new product approval process

Desired Qualifications:

• Applicants having a notice period of one month or less would be preferred.