US Benefits & Payroll- Customer Support profile (Google suits)

　　General Information

　　Ref #:

　　20240037258

　　Travel Amount Required:

　　None

　　Job Type:

　　Regular-Full Time

　　Location:

　　Noida - India - India

　　Company Overview

　　Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

　　Description & Qualifications

　　Description

　　Job Summary:

　　The Human Resources Services Coordinator (HRSC) provides first-level support to client employees

　　for payroll, benefits, and system related inquires. The HRSC provides excellent customer service to

　　managers and associates and are well versed in payroll compliance and reporting.

　　Duties and Responsibilities:

　　• Provide best-in-class customer service with a proactive approach to create exceptional

　　customer satisfaction using a variety of platforms, including e-mail, chat, & case

　　management system (CRM)

　　• Provide support to clients by serving as the first point-of-contact to their employees

　　related to payroll, benefits, and system related inquires including, but not limited to:

　　o Direct deposits

　　o Missing pay

　　o Tax changes

　　o Wage garnishments

　　o Benefits

　　o Enrollments

　　o System navigation

　　o Password resets

　　• Explain difficult or complex concepts in easily understood terms

　　• Utilize the Knowledge Base to resolve inquiries in accordance with client policies and

　　procedures and report any discrepancies or changes to client specifics

　　• Log, maintain, and track inbound and outbound Service Center calls using a CRM

　　(Salesforce)

　　• Verify caller identification to ensure compliance and protect sensitive information

　　• Identify call trends and issues and proactively escalate to the Team Lead or Manager

　　• Escalate non-routine inquiries and issues to the Team Lead or Manager

　　• Create, modify, and/or participate in testing process documentation for each assigned

　　client

　　• Assist Payroll Specialists, Benefits Specialists, and Leads with daily tasks or special projects

　　as needed

　　• Perform essential peer review for Payroll & Benefits Specialists

　　• Attend periodic review conference calls with customers and Manager to ensure customer

　　satisfaction

　　• Adhere to SSAE 16 audit procedures

　　• Maintain discretion and professionalism with team members and customers

　　• Develop strong relationships with internal partners and communicate with people at all

　　organizational levels

　　Qualifications

　　Required Qualifications:

　　• 1-3 years of customer service/customer support experience

　　• Proven experience utilizing Microsoft Office Suite, including Outlook, Word, & Excel

　　• Proficient in English, both verbal and written, with a demonstrated ability to communicate effectively

　　• Ability to understand and follow written and verbal instructions in English

　　• Ability to manage priorities and workflow; able to work under time constraints to ensure that deadlines are met

　　• Effective collaboration and time management skills

　　• Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills

　　• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner

　　• Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm

　　• Able to work in Eastern Standard Time (EST) or Pacific Standard Time (PST) zones

　　• Preferred Qualifications:

　　• Human Resources, payroll, tax, or other relevant work experience

　　• Experience with UKG products

　　• Experience with Salesforce or another CRM system

　　• Familiarity with Google Suite of products

　　• Demonstrated commitment to excellence and high standards

　　• Experience, Education, Certification, License and Training:

　　• BCom/BSc/BA degree

　　• Certification in Benefits Administration industry a plus

　　• FPC/CPP Certification preferred

　　EEO Statement

　　Equal Opportunity Employer

　　Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

　　View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

　　View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

　　Disability Accommodation

　　For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].