Americas Payroll Customer Agent

Description -

Responsible for providing outstanding support to employees, managers, and stakeholders regarding payroll-related inquiries. You will act as a trusted resource, ensuring timely and accurate resolution of cases while adhering to company policies, compliance standards, and payroll regulations.

This position requires great communication skills, a customer-focused approach, and ability to handle complex issues.

Responsibilities:

• Respond to payroll-related inquiries from employees and managers, providing clear, timely, and accurate information.

• Handle Tier 1 cases, which may include complex payroll cases such as tax discrepancies and compliance concerns.

• Collaborate with payroll processing teams to troubleshoot and resolve payroll discrepancies.

• Support off-cycle payment processing and ensure payroll adjustments are processed accurately.

• Maintain a thorough understanding of payroll systems, procedures, and regulatory requirements.

• Document case resolutions and maintain accurate records in the Payroll ticketing system.

• Contributes to projects that impact payroll at the country level in coordination with key stakeholders such as HR, Controllership & IT teams, and may lead projects of low to moderate complexity.

• Identify opportunities for process improvement and policy development (within and out of payroll), engaging in the design and implementation.

• Share knowledge in a natural way with other team members and contribute to a knowledge management culture by maintaining clear process documentation.

• Develops a deeper understanding of HP's payroll and working knowledge of the business.

Knowledge and Skills:

• Good Business Application skills (e.g., Microsoft Excel).

• Good written and verbal communication skills; mastery in English and local language.

• Good interpersonal skills with a focus on empathy and problem-solving.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong analytical and detail-oriented mindset.

Impact and Scope:

• Directly impacts timeliness and accuracy of payroll for the country supported.

• Supports payroll operation management and project team.

• Advises various internal partners and employees on the needs and requirements of target markets.

Complexity:

• Low to moderate: Frequent cross-functional/cross-organizational interaction on the execution of tactics. This position bridges the gap between technical payroll experience and customer satisfaction.

• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope.

• Exercises independent judgment within generally defined policies and practices to identify and select a solution.

Education and Experience:

• Bachelor's degree in business administration, Finance, Accounting, or a related field (preferred) or demonstrated competence.

• 2-4 years of experience in payroll processing or customer support with a focus on payroll operations.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"