Payroll Support Associate

Why Join Sunrise Senior Living

At Sunrise Senior Living, we believe meaningful work starts with purpose. Our team members are passionate about making a positive difference in the lives of residents every day.

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

Call handling

• Answer payroll-related inbound calls and warm transfers within established service levels and provide courteous and professional assistance to team members.
• Assess inquiries accurately, research issues and deliver timely and effective resolution.

ServiceNow support ticket handling

• Handle support tickets from ServiceNow (case management system) including moderate to complex questions related to paycheck, tax or other payroll information.

First-call resolution

• Strive to resolve inquiries during the first call whenever possible.
• Gather sufficient information, research in Workday or OSV and answer questions without unnecessary transfers.
• Transfer the ticket or call to the appropriate department that needs to provide additional assistance as needed.

Payroll payment adjustments

• Collect the appropriate information and coordinate with Payroll team to process manual pay adjustments when needed.

Escalation

• Coordinate with Payroll manager or designee and create a detailed hand-off when an issue cannot be resolved by the Call Center Agent.
• Escalate urgent or sensitive matters promptly to the supervisor to ensure timely resolution.

Metric adherence

• Achieve call-center performance metrics such as average hold time, average handle time, service levels and abandonment rate.

Knowledge base

• Serve as a Payroll subject matter expert (SME)
• Keep up-to-date on Payroll policies, Workday updates and other pay-impacting scenarios.
• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Perform other duties as assigned.

Core Competencies

• Proven ability to provide excellent customer service to our employees via verbal and written communications
• Clear and professional telephone communication skills with active-listening skills
• Ability and desire to work on a team with the common goal to pay our employees accurately and on-time
• Enjoy problem solving and being thorough when researching Payroll inquiries or documenting calls
• Ability to coordinate with Payroll processing team to process off cycle pay adjustments, as well as other Human Resources (HR) teams when the issue requires cross-functional support
• Ability to multitask and work well under pressure while talking with callers
• Adaptability to fluctuating call volumes and inquiry types
• Ability to work independently, take ownership of issues and see them through to resolution
• Willingness to learn new processes and job skills

Experience and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Minimum high school diploma required with some college preferred
• At least two years of call-center or customer-service experience; healthcare or senior-living experience is a plus
• Minimum of 2 years' experience in payroll processing
• Knowledge of Canadian Payroll a plus
• Knowledge of US federal and state/provincial labor/labour and tax withholding laws and regulations
• Ability to read and decipher payroll reporting from payroll systems
• Experience with Workday a plus
• Proficiency with call-center software, case management system and Microsoft Office

Pay Range:

20.70 - 25.88

Ready to take the next step and make a bigger impact than you ever imagined? As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone you serve. And when combined with the support, benefits, and growth opportunities we offer, the result is a career that PositivelyShines with everything you need to reach your goals – at work and in your life.

We also offer benefits and other compensation that include:

• Medical, Dental, Vision, Life, and Disability Plans
• Retirement Savings Plans
• Employee Assistant Program / Discount Program
• Paid time off (PTO), sick time, and holiday pay
• myFlexPay offered to get paid within hours of a shift
• Tuition Reimbursement
• In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee's position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.
• Some benefits have eligibility requirements

Equal Opportunity Employer

Sunrise Senior Living is an equal opportunity employer and is committed to diversity and inclusion in the workplace.