Job Title: Bilingual Payroll Customer Interaction Specialist
Location: San Antonio, TX
Duration: 12+ Months
Job Description:
In this role, you will be a part of the Customer Interaction team speaking to customers and answering their questions. You will also be assigned some payroll tasks.
Responsibilities
• Respond to employee queries - Tier 1 and Tier 2
• Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management)
• Triage and manage Tier 1 and Tier 2 cases accordingly
• Manage outbound communications with respect to associate queries
• Create and assign cases to Tier 2/ Tier 3 as required
• Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)
• Prioritize and manage concierge service requests
• Manage associate’s documentation (store / retrieve / create) while maintaining quality control standards and confidentiality regarding sensitive documents
• Administration of inbound mail received for the shared services
• Follow quality requirements and act in compliance to local laws & regulations.
• Assist in leading improvements and providing trainings.
• Maintain process documentation and document templates
• Support content upload and updates on client portal (or its replacement), manage inquiries and access requests related to client portal (or its replacement).
• Review employee portal content – policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on employee portal
• Perform translation activities
• Hybrid Work Environment (3 days a week in the office) Future Work Environment could be 5 days a week in the office
• Support Payroll Audits, and Post Payroll administration, run Payroll Reports in English.
• Support Total Rewards in Spanish as required
• And all other duties as assigned
Qualifications we seek in you!
Minimum Qualifications
• Any graduate/postgraduate.
• Relevant experience in HRSS
• Excellent verbal, written, presentation, and interpersonal skills in Spanish.
Preferred Qualifications/ Skills
• Workday
• Service Now
• SAP/ADP Payroll
• eTime
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