PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES Presenter: Heather B Williams FPC, CPP

 Define CUSTOMER SERVICE  Discuss CUSTOMER SERVICE PRINCIPLES  Discuss the relationship between CUSTOMER SERVICE and the PAYROLL DEPARTMENT  Showing THE ART OF CUSTOMER SERVICE

T.A.C.S. T – TIMELY A – ACCURATE C – CUSTOMER S – SERVICE Along with the Payroll Department being timely and accurate, it must include optimum CUSTOMER SERVICE "Every job is a self-portrait of the person who did it. Autograph your work with excellence." -- Jessica Guidobono

What is 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

5 Key Principles associated with TOP NOTCH Customer Service  R - RELIABLITY  A - ASSURANCE  R - RESPONSIVENESS  E - EMPATHY  T - TANGIBLES

RELIABLITY - part of the Payroll Standard Process The ability to provide what is promised, dependably and accurately.  DEPENDABILITY RECEIVE CHECK ON TIME  ACCURACY CAN COUNT ON PAY CHECK BEING CORRECT  DELIVERY WHEN A COMMITMENT IS MADE, BE REALISTIC AND ATTAINABLE

RESPONSIVENESS Willingness To Help Customers PROMPTLY  MULTI-TASKING & TIME MANAGEMENT a bility to meet critical deadlines  PRIORITIZING to ability to arrange and do tasks in order of priority

The Knowledge and Courtesy you show to your CUSTOMERS  CONVEY TRUST give correct answers when promised  COMPETENCE accurate information  CONFIDENCE project confidence in your responses

EMPATHY Degree of Caring and Showing Individual Attention  EMPLOYEE’S ARE NOT EXPERTS Information they seek is important  EMPLOYEES NEED INDIVIDUAL ATTENTION

TANGIBLES PHYSICAL FACILITIES, EQUIPMENT AND YOUR OWN APPEARNACE  Your appearance must show how and organized you are personally  Your desk should be organized to locate necessary documents quickly

Educating The Payroll Staff  Customer Service Skills are different for each Payroll Member  Educating Payroll Staff on the desired results is more effective than a specific procedure

Payroll Staff Instructional Strategies  Role Play – Most Interactive a)Structured Role-Play b)Customer Service Role-Play  Case Studies a)Evaluate written customer service scenarios b)Make recommendations for improvement

PROFESSIONAL RESPONSIBILITIES Response is KEY  COMPLIANCE - Respond accurately to notices and requests for employees  CONFIDENTIALITY - Employee Privacy Rights are governed by Federal and State Law, as well as Company Policy  PROBLEM SOLVING – Controls and Edits helps minimize errors. Always balance your payroll before submitting it.

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

CONFIDENTIAL 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

QUESTIONS???