[Hiring] Canada Customer Tax Account Specialist @OSV

Role Description

The Customer Tax Account Specialist is responsible for providing Canada payroll tax services and customer support to a defined book of OneSource Virtual customers. This role manages daily case work, leads customer calls as needed, processes tax remittances in a timely and accurate manner, and processes year-end T4, T4A, and Releve 1 and 2 activities.

Responsibilities

• Serve as the named Specialist for assigned Canadian Payroll Tax customers and initiate and maintain ongoing customer relationships through regular contact.
• Manage and respond to customer cases daily within established Service Level Agreements (SLAs), maintaining accurate notes and timely closure.
• Process the payroll tax filing and year-end activities for T4, T4A, Releve 1 & 2, including amendments.
• Support customers via phone and lead customer calls as needed.
• Respond to escalated cases from internal stakeholders.
• Partner with peers and customer team partners to resolve customer requests and stabilize service delivery.
• Maintain accuracy and timeliness SLAs, meet quality and production scorecard targets, and follow security protocols to safeguard confidential customer data.

Competencies

• Multi-Jurisdiction Payroll Tax Expertise: Utilizes understanding of Canadian payroll tax rules across federal, provincial, and territorial levels, covering CRA and Revenu Quebec remittances, CPP/QPP, EI, QPIP, employer health taxes, and provincial workers' compensation that we support.
• Critical Thinking and Consultative Approach: Research and analyze Canadian payroll tax issues and assist with thoughtful and practical solutions for customer-specific contexts.
• Customer Service: Maintains a professional, service-oriented approach across customer interactions, communicating clearly in writing, on the phone, and in customer-facing meetings.
• Workload and Priority Management: Manages multiple customers and competing deadlines effectively across daily case work, customer calls, and tax filing and year-end cycles.
• Process Orientation: Follows established procedures consistently, identifies opportunities for improvement, and escalates systemic issues with appropriate context.
• Mathematical Aptitude: Comfortable with payroll tax calculations, reconciliations, and financial concepts.
• Adaptability: Adjusts effectively to changes in customer requirements, regulatory updates, system changes, and workload shifts.
• Teamwork and Mentorship: Collaborates with peers and partner teams, contributes to collective goals, and shares expertise with less experienced specialists.

Qualifications

• High School Diploma or Equivalent Required.
• 2+ years of Canadian payroll or payroll tax experience involving research, troubleshooting, and employee/customer support.
• Demonstrated knowledge of Canadian multi-jurisdiction payroll tax, including CRA and Revenu Quebec remittances, CPP/QPP, EI, QPIP, and year-end T4, T4A, and Releve 1 & 2 activities.
• Proven ability to manage multiple priorities.
• Comfort with phone-based customer communication, including leading customer calls.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite, particularly Outlook, Teams, and Excel, including pivot tables.

Preferred

• Experience with Workday Payroll or Workday Tax.
• PCP (Payroll Compliance Professional) or PLP (Payroll Leadership Professional) designation through the National Payroll Institute.
• Experience in an outsourcing or shared services environment.
• Experience with Salesforce or similar case management tools.
• Bilingual French and English communication skills.
• Associate's degree or higher in Accounting, Business, or a related field.

Benefits

• Encouragement to learn and share ideas.
• Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work.
• Values-based culture, upward mobility, and professional development opportunities.