iSolved Payroll Customer Support Specialist I

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NewtekOne®, Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business ("SMB") market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk.

Newtek's and its subsidiaries' business and financial solutions include banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions.

Newtek Payroll & Benefits Solutions provides our clients with a complete payroll processing solution via a Human Capital Management (HCM) platform. We offer Payment Options/Payroll Management, Real Time Access, Tax Management, HR Consulting, Pay Cards, Worker's Compensation (pay-as-you-go), Affordable Care Act (ACA), Applicant Tracking, and Online Benefit Enrollment.

As a Payroll Specialist, you will be responsible for the payroll processing of new clients with the iSolved payroll (HCM) platform. Responsible for ensuring clients process their first payrolls accurately and timely. In addition, the specialist will be responsible for successful ongoing training of Newtek (iSolved) payroll associated products. Ensure excellent customer service by building long-term relationships with clients. Use a consultative selling approach; upsell and cross-sell other Newtek business service solutions to new or existing customer(s). Maintain a professional working relationship with internal and external customers.

Job Responsibilities include but not limited to:

• Assist client in processing payrolls, helping onboarding new clients, and supporting clients with unique needs.
• Maintain an assigned base of payroll clients which includes approx. 175 -200 clients. Customer base to be assigned based on knowledge and experience level.
• Provide excellent customer service support by resolving client issues and concerns timely and accurately while establishing and maintaining a positive working relationship.
• Expand knowledge of the payroll and payroll tax rules and regulations and keep up to date with payroll compliance.
• Ensure all data entry changes are accurately keyed in a timely manner.
• Ensure deadlines are met and payrolls and reports are produced accurately.
• Serve as a single point of contact for the client and coordinate with other internal departments to fulfill client needs.
• Handle escalated calls from the other payroll team members as needed.
• Support and assist management in the training of other payroll team members.
• Performs adjustments, reconciliation, and audits, researching all issues.
• Assist management in documenting workflows and processes and procedures.
• Learn to coordinate and perform a variety of complex payroll/HR/Time duties in the preparation, processing, and maintenance of payroll, salary, and benefit calculations so that client employees are always paid accurately and on time.
• Collect, analyze, update, and reconcile payroll data on a weekly, bi-weekly, monthly, quarterly and annual basis.
• Research and analyze discrepancies and process appropriate payroll and benefit adjustment entries.
• Perform the calculation and application of garnishment deduction orders.
• Prepare and send client payroll reports as needed.
• Reconcile all data with client payroll each reporting period.
• Process year-end updates for all clients and provide accurate tax reports.
• Prepare off-cycle payrolls and manual checks as necessary.
• Develop and maintain awareness of SSAE16 requirements and accountable for compliance of each task performed.
• Employ root cause analysis, troubleshooting, trending, and preventative measure methods.
• Process payrolls for new clients to ensure all parts are functioning smoothly.
• Ensure client notes and issues are documented within Newtek (iSolved).
• Provide training to new clients on iSolved online system as needed, reporting and productions available.

Customer Service

• Monitors all internal/external communication channels but not limited to email and voicemail notifications providing responsiveness.
• Ensure proper telephone etiquette by paying attention to the correct posture, inflection, courtesy, tone, understandability, and rate of speech.
• Communicate effectively with clients and colleagues to establish cordial/effecting working relationships.
• Effectively makes independent decisions on problem resolution that are consistent with Newtek's policies and procedures.
• Escalate significant client issues to Payroll Specialist II or management as needed.
• Assume responsibility for establishing and maintaining effective communication and coordination with Newtek team and management.
• Keep management informed of area of activities and of any significant client problems.
• Demonstrate initiative frequently by constantly looking for and recommending ways to improve.
• Attend and participate in meetings as required.
• Maintain a professional manner and positive attitude with all Newtek and clients at all times.
• Identify areas of client dissatisfaction and coordinate with management to resolve.

Qualifications include but not limited to:

• High School or equivalent experience and a minimum of 1year of full-cycle payroll processing experience in a complex environment including multiple pay groups and pay cycles within a payroll service bureau preferred. Bachelor's degree in accounting or related field preferred.
• Prior working experience as a Payroll Client Services Specialist preferred.
• American Payroll Association certification (FPC or CPP) preferred.
• Basic knowledge of payroll tax laws at the federal and state levels.
• Experience and operating knowledge of at least two payroll/HCM systems such as ADP Workforce Now, Workday, Paychex, or Ceridian with experience in iSolved a plus.
• Strong client relationship building skills.
• Experience handling mid-size payrolls.
• Good knowledge of payroll and time systems, production environment and implementation practices.
• Willingness to learn and gain a basic understanding of other Newtek products and solutions.
• Good professional oral, written communication skills; follow detailed directions; set priorities and organize work to meet deadlines.
• Ability to work under time constraints and meet schedules; at times with unexpected deadlines while ensuring client's payroll needs are met.
• Resourceful, one that takes accountability ownership for their job.
• Ability to maintain cooperative working relationships with all levels of management.
• Bilingual a plus or may be required based on company needs.
• Strong interpersonal skills and must possess a positive attitude.
• Attention to accuracy and detail in processing information.
• Ability to manage multiple, high priority tasks and adjust to shifting priorities, while meeting deadlines.
• Good analytical and problem-solving skills.
• Flexible and cooperative in fulfilling all obligations.
• Must possess drive and enthusiasm and thrive in a team environment.
• Ability to handle highly sensitive data with confidentiality and integrity.
• Excellent work ethic with a desire to succeed.
• Proficient in Windows based computer applications (Microsoft Office Suite), advanced Excel (v-lookups, pivot tables,) and data import/export. Internal systems; iSolved, etc. External systems; MasterTax, etc.

Organizational "Fit" considerations: Newtek is seeking a team player who enjoys technical challenges within a fast-paced environment, applies sound judgment in successful task planning and execution, meet deadlines, and communicates the highest standards of professionalism in his/her appearance and work habits. If you have an interest in professional growth and joining a leading Business Solutions company, it is time to consider joining Newtek.

This position is remote working from home.

Newtek offers competitive salary and a performance-based bonus program to reward your results. We provide our employees with an excellent comprehensive benefits package including medical, dental, vision, supplemental benefits, and a 401(k) savings plan with an employer match. On-going training on sales techniques, industry, and competitive landscape to support your career growth.

Newtek is an Equal Opportunity Employer; M/F/D/V. We require all of our employees to perform work in an ethical manner and uphold our Code of Business Conduct and Ethics at all times.