Professional Payroll Skills & Responsibilities

1. Professional Payroll Skills & Responsibilities By Carole Sanchez CPP

2. Objectives • Define customer service • Identify customer service principles • Relate customer service to the payroll department • Look at providing the art of customer service

3. TACS The payroll department's product, in addition to being timely and accurate, should also include customer service.

4. Define Customer Service Customer service is problem solving, soothing the irate, reassuring the timid, and even sometimes "pulling a rabbit out of a hat."

5. Payroll Department Customers Who are the customers of the Payroll Department? What are the challenges that face the payroll manager?

6. RARE-T Five Principles of Customer Service • Reliability • Assurance • Responsiveness • Empathy • Tangibles

7. Reliability Standard Process for Payroll !! • Dependability • Accuracy • Delivery

8. Assurance The knowledge and the courtesy you show to your customers • Convey trust • Competence • Confidence

9. Responsiveness Willingness to help customers promptly • Multi-tasking • Prioritizing • Time Management Always with a

10. Empathy Degree of caring & Individual Attention

11. Tangibles

12. Professional Responsibilities • Compliance • Confidentiality • Problem Solving

13. Compliance Check accuracy & Timeliness Reporting & Filing Taxes General Ledger – Financials Employee Verifications Garnishments Penalty notices

14. 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

15. 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. . . “

16. Problem Solving Challenges can be avoided by : • System Edits • Researching / Calculating • Balancing

17. Resources • Best Practice (defense) • Education / Certification • Networking • Professional Affiliations – APA, CAPA • Subscribe to email notifications • IRS, SSA , DOL

18. Questions!!

19. Carole Sanchez, CPP csanchez@celergo.com 847-512-2612 Thank you, It was my pleasure!