Payroll Contact Center Specialist, Shared Services

Payroll Contact Center Specialist

We are seeking a highly motivated Payroll Contact Center Specialist who will serves as the first point of contact for employees with payroll-related inquiries. This role is responsible for delivering timely, accurate, and high-quality customer service, while ensuring compliance with company policies, federal/state regulations, and payroll best practice.

Key Responsibilities:

• Respond to inbound inquiries via phone, email, or ticketing system related to payroll, timekeeping, and tax issues.
• Research and resolve payroll discrepancies and escalate complex cases as necessary.
• Educate employees on payroll policies, timelines, and resources.
• Maintain detailed case documentation and track issue resolution progress.
• Collaborate with Payroll, HR, and IT teams to improve processes and enhance employee experience.
• Identify trends in contact center tickets and recommend solutions to recurring issues.
• Assist in preparing payroll reports and audits as requested.
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

Education & Qualifications:

• Bachelor's degree or equivalent work experience (required).
• Minimum 2 years of multi-corporation, multi-state payroll processing or business environment experience required.
• Payroll certification (FPC/CPP) strongly preferred.
• Experience in a large payroll processing or contact center preferred.
• Basic knowledge of payroll principles, wage and hour law, payroll taxes, and wage attachments required.
• PC literate: Windows, Excel, Word, Outlook, and mainframe payroll application experience.
• Knowledge of payroll systems: SAP and ADP desired.
• Willingness to work independently within in a team environment and assist the team with other duties as required.
• Must be able to work under time constraints and ensure deadlines are met.
• Ability to adapt to changing and process driven environment.
• Strong verbal and written communication skills.
• Strong organization skills with attention to detail.
• Strong customer service focus.
• Ability to analyze and resolve problems.
• Able to communicate with others by telephone and in person.
• Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
• Proven track record of identifying and driving continuous improvement in payroll operations.
• Experience working in fast-paced environments with evolving responsibilities.
• Must be 18 years in age or older.
• Must pass pre-employment drug screen and criminal background check.

Work Environment:

• Hybrid role with flexible work options, requiring some in-person presence.
• Up to 5% travel may be required.
• Normal office working conditions with a quiet noise level.
• May require sitting for extended periods of time.

About CRH:

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.