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 DONT 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 EMPLOYEES 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???