"HCM/Payroll Support Professional"

HCM/Payroll Support Professional

University of Colorado Denver

Position Summary:

Employee Services provides the CU community with excellent services from recruitment to retirement. This office provides technical expertise while administering benefits, professional development, payroll, individual tax management, and strategic HR programs. The functional areas of Employee Services include Payroll, Technologies, Benefits, Retirement, Financial Education, Learning and Development, International Tax and Human Resources.

The position of the HCM Payroll Support Professional will serve as a functional advisor and ambassador for Employee Services while providing service, support and counseling to university faculty, staff, students, retirees and their dependents through payroll programs, policies, and procedures and to department users entering transactions into the Human Capital Management (HCM) system. This position serves as part of a Payroll cross-functional team consisting of HCM/Payroll Support, Payroll and Leave Administrators, Payroll Coordinators, and Payroll Processors. The teams work together, sharing information with identified campus staff, students, and system users, rotating as determined by team and leadership. The person in this position will contact and answer calls from customers (employees) and CU department users via telephone, e-mail, or by responding to and addressing tickets submitted to the ticketing management system, used to track HCM/Payroll issues. Professional customer service and proficient oral and written communication are required of this position. HCM/Payroll Support Professionals must work with a sense of urgency responding to all tickets and escalations within the designated Service Level Agreements (SLA) established by Employee Services leadership.

The HCM Payroll Support Professional role will assess incoming issues or concerns and determine the best way to resolve them. This person must determine the customer's knowledge base to educate them on appropriate procedures to ensure timely and accurate payroll payments and may guide users to the appropriate resource materials and training guides. They will raise issues to other members of their payroll team as appropriate. This person will be responsible for recording contact information and resolutions into the ticketing management system.

The HCM Payroll Support Professional role reports to the HCM & Payroll Support Team Supervisor and is exempt from the State of Colorado Classified Staff system.Where You Will Work:
Applicants must be Colorado residents or able to relocate to Colorado within a month of starting employment with University of Colorado System Administration.

This role is eligible to work remotely within Colorado.

Please note, leadership may adjust in-office work requirements with a minimum of three months' notice before any change can be implemented.

Duties & Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

• Receive inbound calls for level 1 and 2 questions and issues which include but are not limited to the CU policies and procedures, portal access, HCM system, including questions with position data, job data, personal data and time collection.
• Provide answers to questions and issues related to pay, multistate tax compliance and issues, overpayments, and off-cycle payments, Time and Attendance, Absence Management, and CU's Applicant Tracking and Recruiting system.
• Research and update incorrect or missing data in employees' job or personal data.
• Respond to level 1 and 2 issues sent to the HCM Community email inbox within established SLA.
• Collaborate with other members of the Payroll cross-functional team regarding escalated issues.
• Provide timely feedback to the organization regarding service failures or customer concerns.
• Build sustainable relationships with team and campus staff through trust and open and interactive communication.
• Track all escalations via the ticketing management system.
• Adhere to established metrics with regards to ticket closure.
• Ensure the professional delivery of HCM and payroll actions in compliance with Employee Services technical guidelines, administrative policies, and procedures.
• Prepare and/or review written step-by-step guides on duties to guarantee knowledge transfer opportunities for other members of the Payroll cross-functional team.

What We Offer:

Salary: The anticipated hiring range has been established at $56,600-$58,000.

CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees.

Qualifications:

Minimum Qualifications:

• Bachelor's degree from an accredited institution of higher education or equivalent professional experience (education requirement may be substituted by professional experience, including four years' experience in a fast-paced Customer Service environment).
• At least one (1) year of experience working in a customer support environment or supporting payroll activities, which should include using a Human Resources Information System (HRIS), or other similar systems or tracking systems.

Preferred Qualifications:

• Two (2) years of experience as stated above
• One (1) year experience working as a Customer Service Representative.
• Prior work experience in Higher Education environments.
• Experience with PeopleSoft HCM system.
• Fundamental payroll experience including the ability to explain how social security, Medicare, federal and state taxes are taken on a paycheck.

Knowledge, Skills, and Abilities

To be successful in this position, employees will need to know the following:

• Knowledge of payroll systems and processes.
• Knowledge of HCM system.
• Exceptional written and oral communication skills.
• Ability to work independently and handle multiple concurrent tasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness.
• High level of commitment to customer service.
• Ability to use Microsoft Office programs.
• Ability to establish and maintain good working relationships with co-workers, supervisors, other University personnel, and the public.