The Payroll Specialist Senior is a vital role designed to provide leading payroll inquiry services within the Solution Center to support the University of Virginia and Health System. This position is responsible for managing the most complex payroll inquiries made by faculty, staff and team members across the University. The Payroll Specialist Senior is responsible for assisting with employee data input, including payroll input batch files (EIBs), overseeing Federal and State tax wage corrections, and coordinating the collection of overpayments. In addition, the Payroll Services Specialist Senior delivers high-quality and efficient service to each customer and ensures customer satisfaction. The Payroll Specialist Senior assumes a lead role in resolving Federal and State tax agency notices and in year-end tax preparation. The incumbent will report to the Manager, Payroll Services, and will not have any direct reports.
While the hiring department will consider qualified candidates working remotely and residing outside the Commonwealth of Virginia, preference will be given to applicants who are local to the University of Virginia or within a commutable distance.
Responsibilities and Duties:
Respond to faculty, staff, team member and applicant inquiries through Salesforce, telephony solutions, and email
• Provide employee and manager self-service support
• Oversee the Payroll queue in Sales Force to ensure that cases are handled in a timely manner to include escalation to other teams, if necessary, to support resolution.
• Document inquiry resolution and escalation in Salesforce
• Monitor the aging of Sales Force cases for individual payroll team members and provide guidance/ assistance to resolve where necessary.
• Recommends revisions to Sales Force payroll reference description categories/sub-categories for tracking purposes.
• Development of new payroll Knowledge-based articles to support the HR and Finance Solution Center and our customers.
• Supports development and maintenance of documentation of overall payroll processing steps and procedures for ease of use in a backup situation
• Daily processing of payroll input for on-cycle and off-cycle pay.
• Researches and resolves payroll discrepancies
• Processing of wage adjustments related to State tax, FICA, overpayment corrections, and Workers Compensation wage adjustments.
• Participates in State and Federal tax review.
• Participates in garnishment withholding review.
• Serves as subject matter expert in payroll, time tracking and leave, and UVA policy to resolve complex faculty, staff, team member and retiree inquiries
• Perform real-time root cause analysis on payroll issue to identify gaps in existing solutions and assist in developing new preventive solutions
• Participates in continuous process improvements in operational processes and supports the implementation of those initiatives.
• Provides day-to-day guidance to payroll associates
• Seeks out and participates in professional development opportunities.
Functional Area Outcomes:
• Manage responsive, accurate, and timely resolution for common Payroll inquiries
• Serve as subject matter expert for escalation of complex payroll inquiries
• Improve Payroll Self-Service support
• Provide accurate payroll data to UVA stakeholders
• Deliver exceptional customer experience, resulting in high customer satisfaction
• Ensure secure handling of confidential information
Required Competencies:
• Mentor - Capability to mentor and train non-Sr payroll staff.
• Analytical Skills - Capacity to proactively analyze payroll data, identify trends, and make informed decisions based on data insights.
• Excellent communication and interpersonal skills, with the ability to effectively interact with employees at all levels.
• Continuous Learner - Willingness to stay updated on industry trends, technology advancements, and best practices in payroll processing.
• Ethical and Confidentiality Considerations: Commitment to handling sensitive payroll information with the utmost confidentiality and integrity.
• Ability to contribute to long-term payroll process improvements and align them with organizational goals.
• Team Collaboration: Ability to work collaboratively with cross-functional teams, such as HR, finance, and IT, to ensure accurate data exchange and alignment.
• Problem-Solving Skills: Ability to troubleshoot and independently resolve complex payroll issues efficiently.
• Customer Service Orientation: Commit to best-in-class customer service experience for the University and Health System
• Problem-Solving and Solution-Oriented Approach: Demonstrated ability to identify challenges within the payroll process and propose innovative solutions to address them.
• Attention to Detail: Precision in managing and verifying payroll data, ensuring accuracy in all calculations and deductions.
Qualifications:
Required Experience:
• 3 years of direct payroll-related experience within a large multi-state payroll organization
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