PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES

1. PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES BY CARMELA MILLER, CPP HOWARDCARMMILLER@MSN.COM

2. OBJECTIVES DEFINE CUSTOMER SERVICE IDENTIFY CUSTOMER SERVICE PRINCIPLES RELATE CUSTOMER SERVICE TO THE PAYROLL DEPARTMENT LOOK AT PROVIDING THE ARE OF CUSTOMER SERVICE

3. TACS T – TIMELY A – ACCURATE C – CUSTOMER S – SERVICE PART OF THE PAYROLL’S PRODUCT IS: TIMELY, ACCURATE & CUSTOMER SERVICE.

4. 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”

5. HANDLING EMPLOYEE CONCERNS KEEP CALM IDENTIFY THE CONCERN DON’T MAKE UP ANSWERS KEEP YOUR PROMISE

6. FIVE PRINCIPLES OF CUSTOMER SERVICE R – RELIABLITY A– ASSURANCE R –RESPONSIVENESS E – EMPATHY T – TANGIBLES

7. 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.

8. ASSURANCE THE KNOWLEDGE AND COURTESY YOU SHOW TO YOUR CUSTOMERS CONVEY TRUST – GIVE CORRECT ANSWERS WHEN PROMISED. COMPETENCE – ACCURATE INFORMATION CONFIDENCE – TALK WITH CONFIDENCE

9. 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

10. 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

11. 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

12. 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.

13. COMPLIANCE ACCURATE AND TIMELINESS REPORTING AND FILING TAXES GENERAL LEDGER – FINANCIALS EMPLOYEE VERIFICATIONS GARNISHMENTS PENALTY NOTICES

14. 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

15. 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

16. PROBLEM SOLVING CHALLENGES CAN BE AVOIDED BY: SYSTEM EDITS RESEARCHING/CALCULATING BALANCING PAYROLL