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Professional Payroll Skills & Responsibilities. By Mary Kazmierczak,CPP. Objectives. Define customer service Identify customer service principles Relate customer service to the payroll department Look at providing the art of customer service. TACS. The payroll

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Presentation Transcript
objectives
Objectives
  • Define customer service
  • Identify customer service principles
  • Relate customer service to the payroll department
  • Look at providing the art of customer service
slide3
TACS

The payroll

department's product, in addition to being

timely and accurate,

should also include

customer service.

define customer service
Define Customer Service

Customer service is problem solving, soothing the irate, reassuring

the timid, and even sometimes

"pulling a rabbit out of a hat."

payroll department customers
Payroll Department Customers

Who are the customers of the Payroll Department?

What are the challenges that face the payroll manager?

rare t
RARE-T

Five Principles of Customer Service

  • Reliability
  • Assurance
  • Responsiveness
  • Empathy
  • Tangibles
reliability
Reliability

Standard Process for Payroll !!

  • Dependability
  • Accuracy
  • Delivery
assurance
Assurance

The knowledge and the courtesy you show to your customers

  • Convey trust
  • Competence
  • Confidence
responsiveness
Responsiveness

Willingness to help customers promptly

  • Multi-tasking
  • Prioritizing
  • Time Management

Always with a

empathy
Empathy

Degree of caring & Individual Attention

professional responsibilities
Professional Responsibilities
  • Compliance
  • Confidentiality
  • Problem Solving
compliance
Compliance

Check accuracy & Timeliness

Reporting & Filing Taxes

General Ledger – Financials

Employee Verifications

Garnishments

Penalty notices

confidentiality
Confidentiality

Employee Data

Involuntary deductions

Pay schedule

Resume

Home address

Pay Increases

Termination reason

Age

Salary history

  • Employment application
  • FormW-4
  • Pay level
  • Voluntary deductions
  • Form 1-9
  • Social Security number
  • Telephone number
  • Hours of work
confidentiality15
Confidentiality

Company

Whistleblowers

Reporting of actual or suspected misconduct

  • System Security
  • Clean Desk Policy
  • Passwords
  • Document destruction

Never speak ill in public– Safeguard Company Image

If requested for statement from an unintentional

or intentional Breach. . .

“ No comment” “ Not authorized to address. . . “

problem solving
Problem Solving

Challenges can be avoided by :

  • System Edits
  • Researching / Calculating
  • Balancing
resources
Resources
  • Best Practice (defense)
  • Education / Certification
  • Networking
  • Professional Affiliations – APA, CAPA
  • Subscribe to email notifications
    • IRS, SSA , DOL
thank you it was my pleasure

Mary Kazmierczak, CPP

Mary_Kazmierczak@ultimatesoftware.com

773-237-2052

Chicago Chapter

Chicago_Chapter_apa@hotmail.com

Thank you, It was my pleasure!