[Hiring] Pay Admin Specialist @OSV

Role Description

The Pay Administration Specialist is responsible for providing payroll administration services and customer support to a defined book of OneSource Virtual customers. This role manages daily case work, responds to Workday and payroll questions, troubleshoots quarter-end and year-end audits, and partners with customers on quarterly business discussions.

Responsibilities

• Serve as named Specialist for assigned Pay Administration customers, manage and respond to customer cases within established Service Level Agreements (SLAs).
• Assist customers with payroll-related questions and aid with Workday functionality questions in alignment with OSV Standard Operating Procedures.
• Troubleshoot quarter-end and year-end audit reports and provide recommendations to customers.
• Lead quarterly customer touchpoints and operational discussions, providing service overviews, status updates, and improvement recommendations.
• Collaborate with peers and partner teams to resolve customer requests and stabilize service delivery.
• Identify workflow and process improvements, contribute ideas, and participate in continuous improvement initiatives.
• Maintain customer notes and known issue logs to support consistent service delivery across the team.
• Meet quality and production targets across case management and customer-facing activities.

Competencies

• Critical Thinking and Consultative Approach: Analyzes customer issues thoughtfully, weighs trade-offs, and recommends practical solutions that account for customer-specific context.
• Analytical and Research Skills: Researches payroll and Workday issues, analyzes data, and applies findings to recommendations and resolutions.
• Customer Service: Maintains a professional, service-oriented approach across daily customer interactions and scheduled customer touchpoints, communicating clearly in writing, on the phone, and in customer-facing meetings.
• Workload and Priority Management: Manages multiple customers and competing deadlines effectively, with the ability to triage and re-prioritize as conditions shift.
• Payroll Knowledge: Demonstrates working knowledge of payroll fundamentals, processes, and compliance requirements; applies this knowledge to customer support.
• Compliance Awareness: Understands federal, state, and local payroll tax requirements, year-end and W-2 compliance considerations, and applies that knowledge in customer guidance and audit troubleshooting.
• Technical Aptitude: Learns Workday and supporting systems quickly and contributes to the effective use of automation and standard tools.
• Process Orientation: Follows established procedures consistently, identifies opportunities for improvement, and escalates systemic issues with appropriate context.
• Adaptability: Adjusts effectively to new processes, system updates/changes, and workload shifts.
• Teamwork: Collaborates with peers and partner teams, supports collective goals, and assists colleagues during peak periods.

Qualifications

• High School diploma or equivalent.
• 3+ years of payroll experience, including research, troubleshooting, and employee/customer support.
• Experience with federal, state, and local payroll taxes.
• Experience with quarter-end and year-end payroll processes, including W-2 activities.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite.
• Experience with Workday Payroll (Preferred).
• Experience with Salesforce or similar case management tools (Preferred).
• Experience in an outsourcing or shared services environment (Preferred).
• FPC (Fundamental Payroll Certification) (Preferred).
• Associate's degree in Accounting, Business, or a related field (Preferred).

Benefits

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