High School Diploma or equivalent.
Minimum of 6 months of customer service experience.
Must be 18 years of age or older.
Ability to type at least 25 words per minute.
Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
Back-Office Payroll Processing: 2+ years of back-office payroll experience specifically at a payroll services company.
Multi-State Tax Expertise: 2+ years of high-volume multi-state US payroll tax processing.
Specialized Tax Focus: 2+ years dedicated to tax notice resolution, amended return preparation, and payroll error corrections (not general payroll administration).
Agency Correspondence: Track record of resolving complex IRS and state agency notices (penalties, balance-due, delinquencies).
Amended Returns: Direct experience preparing/approving amended Federal (941-X, W-2c) and State returns, including complex local jurisdictions (e.g., PA, OH).
AI Tool Comfort: Comfortable leveraging AI tools daily to execute work streams and workflows.
Escalations & Root Cause Analysis: Experience handling peer/customer escalations autonomously, diagnosing root causes, and applying independent judgment.
Leadership & Operations: Proven experience as a "Change Champion" (process improvements), peer mentor, and high-performer on productivity/quality metrics.
Communication: Advanced skills extracting complex technical info and distilling it into simple, clear actions.
Active Fundamental Payroll Certification (FPC).
"Validation-first" mindset with curiosity to test and adopt new methodologies.
Cross-functional collaboration skills.
Experience editing/suggesting SOP and Knowledge Base (KB) content updates.
Ability to flex into different jurisdictions or sub-teams smoothly.