Senior Payroll Specialist

Notice to Applicants: We value your privacy and security. At GoCo, we do not request any Personally Identifiable Information (PII), such as Social Security numbers or bank details, during our application process. Applicants are encouraged to apply directly from our certified, secured careers page: https://www.goco.io/careers#open-positions.
Our mission at GoCo is to help small businesses spend less time on manual, HR tasks, so they can focus on growing happier, more productive teams. Backed by notable investors such as Salesforce Ventures and named one of the best places to work in Houston, we’re a close-knit team driven by honesty, hard work, fun and creativity. At GoCo every team member has a big impact on our business, and on the world!
 

What will I be doing?

• Lead complex client payroll implementations, ensuring solutions are tailored to client needs, enhancing satisfaction, and supporting long-term retention strategies.
• Maintain data integrity throughout the process: perform data entry, validation, and reconciliation tasks across various payroll frequencies (Monthly, Semi-monthly, Bi-weekly, Weekly).
• Conduct quality audits to ensure accuracy in employee taxes, deductions, and earnings.
• Engage actively with clients to understand their unique payroll needs and challenges, adopting a consultative approach.
• Provide comprehensive training sessions to ensure clients are proficient in end-to-end payroll processing on our platform.
• Act as the primary point of escalation for advanced payroll issues, leveraging expertise to resolve high-level concerns, thereby solidifying client trust and aiding retention.
• Provide clear guidance and effective solutions, ensuring a seamless payroll process.
• Support in rectifying payroll errors and handle various ad-hoc tasks to effectively address and resolve client concerns promptly.
• Help identify, create, and update educational materials such as help articles and tutorial videos to assist clients.
• Update and maintain internal knowledge bases and client-facing documentation for accuracy and relevance.
• Work closely with payroll partners and maintain open lines of communication to ensure cohesive service experiences.
• Partner with internal teams for process improvements and to ensure all client needs are met efficiently.
• Mentor other payroll specialists, helping to develop their skills and knowledge, and providing guidance on best practices.
• Identify and suggest improvements to payroll processes and client services, aimed at increasing efficiency and client retention.
• Participate in projects aimed at enhancing payroll system functionalities and user experience.
• Collaborate with different teams within the organization, including product development and engineering, to address payroll-related challenges.
• Stay informed on the latest payroll regulations and best practices, sharing knowledge with the team and integrating updates into client services.

Necessary Skills

• Minimum of 3 years of experience in client services, support, or training, specifically with payroll systems or HR technology products.
• Ability to diagnose, troubleshoot, and resolve complex payroll system issues with a client-first approach.
• Strong verbal and written communication skills, able to explain complex concepts clearly to a variety of audiences.
• Proven experience in mentoring team members and leading client-facing discussions effectively.
• Advanced organizational skills with the capability to manage multiple projects and client accounts simultaneously.
• Strong analytical skills with attention to detail for thorough audits and data analysis.
• Upholds the highest levels of confidentiality, professionalism, and integrity.
• Adaptable to fast-paced environments with a commitment to continuous learning and industry trend awareness.
• Ability to work autonomously and make informed decisions with minimal supervision.
• Collaborative and positive attitude, contributing to a team-oriented work environment.