Professional Payroll Skills & Responsibilities
By Carole Sanchez CPP
Objectives
• Define customer service• Identify customer service principles• Relate customer service to the payroll
department• Look at providing the art of customer service
The payrolldepartment's product, in
addition to being timely and accurate,should also include customer service.
TACS
Customer service is problem solving, soothing the irate, reassuring
the timid, and even sometimes "pulling a rabbit out of a hat."
Define Customer Service
Payroll Department Customers
Who are the customers of the Payroll Department?
What are the challenges that face the payroll manager?
RARE-T
Five Principles of Customer Service•Reliability•Assurance•Responsiveness•Empathy•Tangibles
Reliability
Standard Process for Payroll !!DependabilityAccuracyDelivery
Assurance
The knowledge and the courtesy you show to your customers
Convey trustCompetenceConfidence
Responsiveness
Willingness to help customers promptly
Multi-taskingPrioritizingTime Management
Always with a
Empathy
Degree of caring & Individual Attention
Tangibles
Professional Responsibilities
• Compliance• Confidentiality• Problem Solving
Compliance
Check accuracy & TimelinessReporting & Filing TaxesGeneral Ledger – FinancialsEmployee VerificationsGarnishmentsPenalty notices
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
Confidentiality
Company • System Security• Clean Desk Policy• Passwords• Document destruction
Whistleblowers•Reporting of actual or suspected misconduct
Never speak ill in public– Safeguard Company ImageIf requested for statement from an unintentional
or intentional Breach. . . “ No comment” “ Not authorized to address. . . “
Problem Solving
Challenges can be avoided by :System Edits Researching / CalculatingBalancing
Resources
• Best Practice (defense)• Education / Certification• Networking• Professional Affiliations – APA, CAPA• Subscribe to email notifications
• IRS, SSA , DOL
Questions!!