Analyze, research, and resolve payroll queries received from employees / managers or any authorised personnel. Must be able to work in an efficient and effective manner and respond to the customer in a professional manner.
This includes the ability to understand, interpret, and explain JPMC NA Payroll.
Manage cases, perform in-depth research, identify resources for providing information, follow through to obtain information, and resolve cases efficiently and thoroughly, meeting both volume and quality service measurement standards.
Process cases which will includes all the aspects of an employee's pay either while the employee is active or on a Leave of Absence from the firm according to federal / state / local guidelines and regulations.
Understand and able to calculate various payments and Overpayments which may include leave pay and vacation.
Communicate with HR Business Partners, answer questions, and provide updates as needed.
Explain provisions of prior plans and impact of mergers / acquisitions, etc. on plans and benefits.
Coach and mentor new team members, answer questions, and provide assistance when needed.
Skill Set :
Strong customer service ethic, communication skills (written and verbal), interpersonal skills, and telephone etiquette
Strong organizational skills and ability to effectively prioritize.
Ability to multi-task in a fast paced environment.
Ability to quickly absorb product knowledge and process information and apply appropriately to customer’s needs.
Analytical skills are required to identify issues and trends and develop solutions and / or recommendations.
Interact with corporate Human Resources professionals and executives in a professional manner.
Excellent problem solving skills with the ability to make sound business decisions, along with perseverance in obtaining information needed to resolve questions or issues.
Use multiple information resources to research problems and issues.
Handle situations that require adaptation of response or extensive research.
Calm and diffuse irate customers by following procedures and using interpersonal skills.
Advanced problem solving skills.
Make sound business decisions and exercise good judgment skills with understanding of when to escalate issues.
Flexible and adaptable to changes in procedures, processes, systems, etc.