Professional payroll skills responsibilities
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PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES PowerPoint PPT Presentation


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PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES. BY CARMELA MILLER, CPP [email protected] OBJECTIVES. DEFINE CUSTOMER SERVICE IDENTIFY CUSTOMER SERVICE PRINCIPLES RELATE CUSTOMER SERVICE TO THE PAYROLL DEPARTMENT LOOK AT PROVIDING THE ARE OF CUSTOMER SERVICE. TACS. T – TIMELY

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PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES

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Professional payroll skills responsibilities

PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES

BY CARMELA MILLER, CPP

[email protected]


Objectives

OBJECTIVES

DEFINE CUSTOMER SERVICE

IDENTIFY CUSTOMER SERVICE PRINCIPLES

RELATE CUSTOMER SERVICE TO THE PAYROLL DEPARTMENT

LOOK AT PROVIDING THE ARE OF CUSTOMER SERVICE


Professional payroll skills responsibilities

TACS

T – TIMELY

A – ACCURATE

C – CUSTOMER

S – SERVICE

PART OF THE PAYROLL’S PRODUCT IS: TIMELY, ACCURATE & CUSTOMER SERVICE.


Definition of customer service

DEFINITION OF 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

HANDLING EMPLOYEE CONCERNS

KEEP CALM

IDENTIFY THE CONCERN

DON’T MAKE UP ANSWERS

KEEP YOUR PROMISE


Five principles of customer service

FIVE PRINCIPLES OF CUSTOMER SERVICE

R – RELIABLITY

A– ASSURANCE

R –RESPONSIVENESS

E – EMPATHY

T – TANGIBLES


Reliablity

RELIABLITY

PART OF THE STANDARD PROCESS FOR PAYROLL

DEPENDABILITY – RECEIVE CHECKS ON TIME

ACCURACY – EMPLOYEE’S NEED TO COUNT ON THEIR CHECKS BEING CORRECT

DELIVERY – RECEIVE THEIR CHECK ON PAY DAY

WHEN YOU COMMIT TO A PROCESS BE REALISTIC AND MAKE IT ATTAINABLE.


Assurance

ASSURANCE

THE KNOWLEDGE AND COURTESY YOU SHOW TO YOUR CUSTOMERS

CONVEY TRUST – GIVE CORRECT ANSWERS WHEN PROMISED.

COMPETENCE – ACCURATE INFORMATION

CONFIDENCE – TALK WITH CONFIDENCE


Responsiveness

RESPONSIVENESS

WILLINGNESS TO HELP CUSTOMERS PROMPTLY

MULTI-TASKING – MANY DEADLINES

PRIORITIZING – BE ABLE TO DECIDE WHAT DEADLINE IS FIRST

TIME MANAGEMENT – BE ABLE TO MEET YOUR DEADLINES


Empathy

EMPATHY

DEGREE OF CARING & INDIVIDUAL ATTENTION

EMPLOYEE’S ARE NOT EXPERTS ON THEIR PAYCHECKS

NEED TO CONVEY HOW THEY GET PAID AND WHEN THEY GET PAID


Tangibles

TANGIBLES

PHYSICAL FACILITIES, EQUIPMENT AND YOUR OWN APPEARNACE

YOUR APPEARANCE MUST SHOW HOW NEAT AND ORGANIZED YOU ARE PERSONALLY

YOUR DESK MUST REFLECT YOUR ORGANIZATION AND KNOWLEDGE

MUST BE ABLE TO LOCATE THE NECESSARY DOCUMENTATION


Professional responsibilities

PROFESSIONAL RESPONSIBILITIES

COMPLIANCE – RESPOND ACCURATELY TO NOTICES AND REQUESTS ON EMPLOYEES

CONFIDENTIALITY – EMPLOYEE PRIVACY RIGHTS ARE GOVERNED BY FEDERAL AND STATE LAW AS WELL AS COMPANY POLICY

PROBLEM SOLVING – CONTROLS AND EDITS IN PLACE TO MINIMIZE ERRORS. BALANCE PAYROLL PRIOR TO SUBMITTING IT.


Compliance

COMPLIANCE

ACCURATE AND TIMELINESS

REPORTING AND FILING TAXES

GENERAL LEDGER – FINANCIALS

EMPLOYEE VERIFICATIONS

GARNISHMENTS

PENALTY NOTICES


Confidentiality employee data

CONFIDENTIALITYEMPLOYEE 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

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

PROBLEM SOLVING

CHALLENGES CAN BE AVOIDED BY:

SYSTEM EDITS

RESEARCHING/CALCULATING

BALANCING PAYROLL


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