Payroll Tax Processor - Remote at Teleperformance USA in CANTON, Ohio

Payroll Tax Processor

Category: Customer Service/Support

As a Payroll Tax Processor, you will be a key team member who handles day-to-day processing across a high-volume workload. We are looking for a detail-oriented, customer-focused team player with hands-on experience working with tax notices, payroll corrections, and amended returns, who is eager to learn from senior colleagues while continuing to build their foundational tax knowledge. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Currently, employment is restricted to residents of the following states: AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

About TP: TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include:

• Comprehensive health benefits, which may include medical, vision, and dental.
• Resources for mental health and well-being, including Employment Assistance Programs, health and personal time off (HPT), and leave programs.
• Tools to help with financial future, including competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture: At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer: TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at View phone number on click.appcast.io.

Application Deadline: Ongoing until positions are filled.

Your Responsibilities:

• Execute assigned payroll tax tasks: process accurate payroll runs, review output reports, assist with tax filings and payments, and support compliance across active jurisdictions.
• Research and resolve standard State and Federal payroll tax notices (such as balance-due notices, deposit discrepancies, SUI rate updates, and account mismatch notices), escalating complex cases to senior team members when needed.
• Draft clear written responses to agency notices with required supporting documentation, submitting them within deadline requirements.
• Prepare standard amended payroll tax returns (Form 941-X and state equivalents) with guidance on complex adjustments.
• Support payroll correction workflows: gather details on payroll errors, assist with calculating quarterly tax impacts, and maintain accurate audit documentation through resolution.
• Manage personal work queue effectively: prioritize tasks by SLA deadlines, track progress to prevent SLA breaches, and log thorough documentation for each case.
• Identify recurring issues or data patterns in daily tasks and share findings with senior staff to help improve processes.
• Assist with maintaining team documentation by flagging outdated SOPs or Knowledge Base articles and recommending updates.
• Participate in cross-functional collaboration with internal teams.

We're looking for fearless people - people who are inspired to deliver only the best in all that we do.

Qualifications:

• High School Diploma or equivalent.
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.
• College degree preferred but not required.
• Back-Office Payroll Processing: 2+ years of back-office payroll experience specifically at a payroll services company.
• Multi-State Tax Expertise: 2+ years of high-volume multi-state US payroll tax processing.
• Specialized Tax Focus: 2+ years dedicated to tax notice resolution, amended return preparation, and payroll error corrections (not general payroll administration).
• Agency Correspondence: Track record of resolving complex IRS and state agency notices (penalties, balance-due, delinquencies).
• Amended Returns: Direct experience preparing/approving amended Federal (941-X, W-2c) and State returns, including complex local jurisdictions (e.g., PA, OH).
• AI Tool Comfort: Comfortable leveraging AI tools daily to execute work streams and workflows.
• Escalations & Root Cause Analysis: Experience handling peer/customer escalations autonomously, diagnosing root causes, and applying independent judgment.
• Leadership & Operations: Proven experience as a "Change Champion" (process improvements), peer mentor, and high-performer on productivity/quality metrics.
• Communication: Advanced skills extracting complex technical info and distilling it into simple, clear actions.
• Active Fundamental Payroll Certification (FPC).
• "Validation-first" mindset with curiosity to test and adopt new methodologies.
• Cross-functional collaboration skills.
• Experience editing/suggesting SOP and Knowledge Base (KB) content updates.
• Ability to flex into different jurisdictions or sub-teams smoothly.

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements:

• Internet Requirements: A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms). Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN. Proof of internet speed required.