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!!

Thank you, It was my pleasure!

Carole Sanchez, CPPcsanchez@celergo.com847-512-2612