Payroll Customer Support Specialist - Finance & Accounting S

Location: Richard A Middleton Education Center

Work Schedule: 230 Days

Work Type: Regular Full-Time

Exempt: No

Pay Grade: C7

REASONS TO JOIN NEISD

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IMPORTANT INFORMATION REGARDING CALCULATION OF PAY: The annual pay for this position is pro-rated based on the effective date of the assignment

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IMPORTANT INFORMATION REGARDING OPTIONS FOR PAY (for employees who work 215 Days or less ONLY)

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EDUCATION AND EXPERIENCE:

High School Diploma or Equivalent

Four years of payroll or related experience

Bilingual Spanish required

High School Diplomas and college/university degrees must be obtained from an accredited program or university approved by the United States Department of Education and the Texas Education Agency.

PRIMARY PURPOSE SUMMARY:

Serves as primary point of contact for all employee inquiries (current and former) regarding their pay, including assisting the employee with understanding their paycheck, rate of pay, payroll proration, leave balances, and how to retrieve basic data through Lawson Employee Self Service. Answers employee inquiries arriving via telephone, email, and in person; properly escalating questions that cannot be answered at this level to the appropriate Payroll Specialist, Payroll Technician, Payroll Coordinator or Senior Payroll Services Manager. Tracks employee inquiries, including date and time, nature of inquiry, resolution, and length of time until satisfactory conclusion. Assists the Leave Coordinator as needed with processing of leave plans and communication of such to employee.

ESSENTIAL REQUIREMENTS AND RESPONSIBILITIES:

1. Serves as primary customer service contact for all employee inquiries via telephone, email, or employee walk-in.

2. Triages customer inquiry and determines the level of support needed; provides such support or determines proper escalation to the appropriate Payroll Specialist, Payroll Technician, Payroll Coordinator or Senior Payroll Services Manager based on the type of employee and nature of inquiry.

3. Tracks all employee payroll inquiries in an electronic database, including date and time, nature of inquiry, resolution, and length of time until satisfactory conclusion.

4. Provides weekly reports to the Senior Payroll Services Manager and Senior Director of Accounting and Payroll of the customer service database, including summarizing inquiries by employee type, nature of inquiry, and length of time for adequate resolution.

5. Assists the Leave Coordinator as needed in responding to inquiries from employees on leave of absence as they pertain to leave balance, docks, and pay.

6. Assists the Payroll Coordinator and/or Senior Payroll Services Manager on various other payroll-related tasks as may be required.

7. Maintains confidentiality of information.

8. Reports to work on time every day.

9. Performs additional duties and accepts responsibilities as may be assigned.

QUALIFICATION REQUIREMENTS:

• Successful completion of applicable skills testing through the Department of Human Resources
• Knowledge of modern office practices, procedures, equipment, and clerical techniques
• Bilingual proficiency in English and Spanish required
• Proficient in the use of various computer hardware and software systems, including Microsoft products such as Word, Excel, and Access
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to compile and analyze data, including simple statistics such as computation of arithmetic mean

PHYSICAL DEMANDS:

While performing the duties of this Job, the employee is regularly required to walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORK ENVIRONMENT:

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

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While all applications will be reviewed, not all applicants will be interviewed.

North East Independent School District does not to discriminate on the basis of age, race, religion, color, national origin, sex, marital or veteran status, disability (or relationship or association with an individual with a disability), genetic information or other legally protected status in its programs, services or activities as required by Title VI of the Civil Rights Act of 1964, as amended; Title IX of the Education Amendments of 1972; and Section 504 of the Rehabilitation Act of 1973, as amended.