Account Specialist

Account Specialist

The Account Specialist serves as the primary day-to-day service contact for assigned clients in a PEO environment. This role supports client relationships through responsive communication, payroll coordination, reporting, onboarding assistance, system support, and consistent follow-through across internal service teams.

This position builds on payroll knowledge but is not primarily a payroll processing role. The Account Specialist partners with Payroll Operations, Client Account Managers (CAMs), HR, benefits, compliance, billing, onboarding, and sales to ensure clients receive timely, accurate, and professional service.

Essential Duties and Responsibilities

Client Service & Account Support

• Serve as first-line contact for assigned clients, especially smaller accounts and routine service needs. Educate clients on platform self-service.
• Respond to client questions, coordinate next steps, and track requests through to resolution not just acknowledgment.
• Support CAMs by handling routine follow-up, reporting requests, system questions, and service coordination.
• Maintain accurate notes, client preferences, open issues, and service documentation.
• Escalate complex HR, legal, compliance, benefits, payroll tax, billing, or relationship issues to the appropriate expert. Know the boundary and stay on the right side of it.
• Track all communications and activities in CRM.

Payroll Coordination & Client Readiness

• Coordinate payroll-related communication between clients, Payroll Operations, and internal teams.
• Monitor client payroll schedules; follow up on missing information, deadlines, review items, and process questions.
• Send pre-calculation emails for client review on assigned accounts.
• Assist clients with routine questions on employee changes, deductions, benefit adjustments, garnishments, reporting, and system navigation.
• Support year-end client communication related to W-2, 1099, and other payroll deliverables as assigned.

Reporting, Systems & Training

• Learn and run the most commonly requested client reports: wage reports, 941 detail, SUTA reports, payroll summaries, and standard employee-related reports.
• Prepare routine reports for clients and educate them on self-service of those reports.
• Assist with time clock setup, PRO Software support, scheduler support, and basic system troubleshooting.
• Lead payroll submission, timekeeping, reporting, and supervisor training on new client kickoff calls.
• Support clients through their first payroll cycle deadlines, systems, responsibilities, and communication channels.

PFML, Sales Support & Process Improvement

• Develop working knowledge of PFML workflows; serve as a first-line routing and documentation resource not an interpreter.
• Support sales and onboarding by preparing reports, data, system examples, and handoff documentation.
• Identify recurring client questions, workflow gaps, and opportunities to improve service delivery.
• Assist in creating or updating client-facing instructions, checklists, internal procedures, and training materials.
• Perform other related duties as assigned.

Required Position Qualifications

• High school diploma required; Associate or Bachelor's degree in business, accounting, finance, HR, communications, or related field preferred.
• 2+ years of experience in payroll, client service, account support, HR, benefits, or a related professional environment.
• PEO, payroll service bureau, HR outsourcing, or similar client-service environment experience strongly preferred.
• Working familiarity with payroll processes, employee changes, deductions, benefits, garnishments, timekeeping, and client reporting.
• Experience with payroll, HRIS, timekeeping, or workforce management systems preferred (PRO Software, UKG, ADP, or similar).
• Strong communication, organization, follow-through, judgment, and confidentiality skills.
• Ability to manage multiple clients, deadlines, and competing priorities without dropping the ball.

Salary: $22+/hour, DOE

Work Schedule

• Monday to Friday
• 8 hour shift

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k)
• 401(k) matching
• Referral program
• Employee discount