1. Professional Payroll Skills & Responsibilities By Mary Kazmierczak,CPP

2. Objectives Define customer service Identify customer service principles Relate customer service to the payroll department Look at providing the art of customer service

3. The payroll department's product, in addition to being timely and accurate, should also include customer service. TACS

4. Customer service is problem solving, soothing the irate, reassuring the timid, and even sometimes "pulling a rabbit out of a hat." Define Customer Service

5. Payroll Department Customers Who are the customers of the Payroll Department? What are the challenges that face the payroll manager?

6. RARE-T Five Principles of Customer Service Reliability Assurance Responsiveness Empathy Tangibles

7. Reliability Standard Process for Payroll !!  Dependability  Accuracy  Delivery

8. Assurance The knowledge and the courtesy you show to your customers  Convey trust  Competence  Confidence

9. Responsiveness Willingness to help customers promptly  Multi-tasking  Prioritizing  Time Management Always with a

10. Empathy Degree of caring & Individual Attention

11. Tangibles

12. Professional Responsibilities Compliance Confidentiality Problem Solving

13. Compliance Check accuracy & Timeliness Reporting & Filing Taxes General Ledger – Financials Employee Verifications Garnishments Penalty notices

14. Confidentiality Employee Data Employment application FormW-4 Pay level Voluntary deductions Form 1-9 Social Security number Telephone number Hours of work Involuntary deductions Pay schedule Resume Home address Pay Increases Termination reason Age Salary history

15. Confidentiality Company System Security Clean Desk Policy Passwords Document destruction Whistleblowers Reporting of actual or suspected misconduct Never speak ill in public– Safeguard Company Image If requested for statement from an unintentional or intentional Breach... “ No comment” “ Not authorized to address... “

16. Problem Solving Challenges can be avoided by : System Edits Researching / Calculating Balancing

17. Resources Best Practice (defense) Education / Certification Networking Professional Affiliations – APA, CAPA Subscribe to email notifications IRS, SSA, DOL

18. Questions!!

19. Thank you, It was my pleasure! Mary Kazmierczak, CPP Mary_Kazmierczak@ultimatesoftware.com 773-237-2052 Chicago Chapter Chicago_Chapter_apa@hotmail.com