PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES BY CARMELA MILLER, CPP

OBJECTIVES  DEFINE CUSTOMER SERVICE  IDENTIFY CUSTOMER SERVICE PRINCIPLES  RELATE CUSTOMER SERVICE TO THE PAYROLL DEPARTMENT  LOOK AT PROVIDING THE ARE OF CUSTOMER SERVICE

TACS T – TIMELY A – ACCURATE C – CUSTOMER S – SERVICE PART OF THE PAYROLL’S PRODUCT IS: TIMELY, ACCURATE & CUSTOMER SERVICE.

DEFINITION OF CUSTOMER SERVICE CUSTOMER SERVICE IS PROBLEM SOLVING, SOOTHING THE IRATE, REASSURING THE TIMID, AND EVEN SOMETIMES “PULLING A RABBIT OUT OF A HAT”

HANDLING EMPLOYEE CONCERNS  KEEP CALM  IDENTIFY THE CONCERN  DON’T MAKE UP ANSWERS  KEEP YOUR PROMISE

FIVE PRINCIPLES OF CUSTOMER SERVICE  R – RELIABLITY  A– ASSURANCE  R –RESPONSIVENESS  E – EMPATHY  T – TANGIBLES

RELIABLITY PART OF THE STANDARD PROCESS FOR PAYROLL  DEPENDABILITY – RECEIVE CHECKS ON TIME  ACCURACY – EMPLOYEE’S NEED TO COUNT ON THEIR CHECKS BEING CORRECT  DELIVERY – RECEIVE THEIR CHECK ON PAY DAY WHEN YOU COMMIT TO A PROCESS BE REALISTIC AND MAKE IT ATTAINABLE.

ASSURANCE THE KNOWLEDGE AND COURTESY YOU SHOW TO YOUR CUSTOMERS  CONVEY TRUST – GIVE CORRECT ANSWERS WHEN PROMISED.  COMPETENCE – ACCURATE INFORMATION  CONFIDENCE – TALK WITH CONFIDENCE

RESPONSIVENESS WILLINGNESS TO HELP CUSTOMERS PROMPTLY  MULTI-TASKING – MANY DEADLINES  PRIORITIZING – BE ABLE TO DECIDE WHAT DEADLINE IS FIRST  TIME MANAGEMENT – BE ABLE TO MEET YOUR DEADLINES

EMPATHY DEGREE OF CARING & INDIVIDUAL ATTENTION  EMPLOYEE’S ARE NOT EXPERTS ON THEIR PAYCHECKS  NEED TO CONVEY HOW THEY GET PAID AND WHEN THEY GET PAID

TANGIBLES PHYSICAL FACILITIES, EQUIPMENT AND YOUR OWN APPEARNACE  YOUR APPEARANCE MUST SHOW HOW NEAT AND ORGANIZED YOU ARE PERSONALLY  YOUR DESK MUST REFLECT YOUR ORGANIZATION AND KNOWLEDGE  MUST BE ABLE TO LOCATE THE NECESSARY DOCUMENTATION

PROFESSIONAL RESPONSIBILITIES  COMPLIANCE – RESPOND ACCURATELY TO NOTICES AND REQUESTS ON EMPLOYEES  CONFIDENTIALITY – EMPLOYEE PRIVACY RIGHTS ARE GOVERNED BY FEDERAL AND STATE LAW AS WELL AS COMPANY POLICY  PROBLEM SOLVING – CONTROLS AND EDITS IN PLACE TO MINIMIZE ERRORS. BALANCE PAYROLL PRIOR TO SUBMITTING IT.

COMPLIANCE ACCURATE AND TIMELINESS  REPORTING AND FILING TAXES  GENERAL LEDGER – FINANCIALS  EMPLOYEE VERIFICATIONS  GARNISHMENTS  PENALTY NOTICES

CONFIDENTIALITY EMPLOYEE DATA  EMPLOYMENT APPLICATION  FORM W-4  PAY LEVEL  VOLUNTARY DEDUCTIONS  FORM I-9  SOCIAL SECURITY NUMBER  TELEPHONE NUMBER  HOURS WORKED  INVOLUNTARY DEDUCTIONS  PAY SCHEDULE  RESUME  HOME ADDRESS  PAY INCREASES  TERMINATION REASON  AGE  SALARY HISTORY

CONFIDENTIALITY COMPANY  SYSTEM SECURITY  CLEAN DESK POLICY  PASSWORDS  DOCUMENT DESTRUCTION WHISTLE BLOWERS  REPORTING OF ACTUAL OR SUSPECTED MISCONDUCT  CANNOT RETALIATE AGAINST THE EMPLOYEE  MANAGEMENT & EMPLOYEES CANNOT INTERFERE OR INFLUENCE THE WHISTLE BLOWER

PROBLEM SOLVING CHALLENGES CAN BE AVOIDED BY:  SYSTEM EDITS  RESEARCHING/CALCULATING  BALANCING PAYROLL