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Senior Specialist, Platform/Payroll

Customer Experience
2100062 Requisition #

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance. 

TriNet has a nationwide presence and an experienced executive team.  Our stock is publicly traded on the NYSE under the ticker symbol TNET.  If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.  

The Senior Specialist role is a key member of the Platform & Payroll Support Center that serves as the initial point of entry for client inquiry resolution (via phone, email, or chat) on a wide range of platform and payroll topics. The Center is responsible for providing support on general, low complexity inquiries related to payroll processing and management, compensation reporting, time and labor management, reporting services, WSE onboarding, employment eligibility, client data management, and WSE termination.

The Senior Specialist provides the first line of contact for clients and works to facilitate first contact resolution inquiries. The role serves as a key member of the team training existing and new colleagues within the Center. The Specialist role is critical to providing an outstanding client experience to TriNet’s customers.

• Works to resolve general, low complexity client issues related to TriNet systems, payroll and overall operational questions for our clients through phone, email, and chat
• Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services.
• Manages open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly informed of status and anticipated resolution date.
• Documents all customer interactions in the CRM system.
• Ensures proper triage, escalation and resolution of more sophisticated inquiries to the appropriate Tier 2 COE.
• Responsible for taking initiative and action towards professional development, including staying informed of statutory and regulatory payroll and compliance practices.
• Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNet’s customer retention and customer satisfaction goals.
• Provides accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• Delivers excellent core standard services to customers through providing dependable, accurate, appropriate, timely, and easy-to-use value-added solutions to meet their needs.
• Serves as a key contributor within Payroll and Platform Support Center alerting the organization to key internal and/or external business issues (such as constantly evolving regulatory compliance requirements) and trends that affect business results, and providing training and mentoring to existing and new colleagues
• Ensures critical client needs are addressed timely and accurately including collaborating closely with customers on all urgent funding & wiring needs and
researching and completing all necessary due diligence on the client benefit collection & reconciliation process.
• Other projects and responsibilities may be added at the manager’s discretion.

• Education: Bachelor’s degree desired; or equivalent education/work experience
• Minimum of 4 years of customer service and minimum of 2 years of payroll experience.

Training Requirements (licenses, programs, or certificates):
• FPC/CPP preferred

Other Knowledge, Skills and Abilities:
• Knowledge in payroll and compliance management.
• Knowledge of and ability to explain and provide guidance on clients’ payroll, benefit billing, reporting and best practices in operations.
• Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities and limitations.
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management).
• High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
• Fluency in English, bilingual a plus.
• Top notch customer service skills.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality of corporate data.
• Ability to adapt to a fast paced constantly evolving business and work environment.
• Possesses a deep understanding of TriNet's processes and aligns solutions to deliver an excellent client experience.
• Strong Workforce Analytics and payroll reporting acumen with a keen ability to solve customer reporting inquiries.
• Ability to link business need to payroll/platform programs and operational services.
• Ability to meet customer needs taking ownership for customer satisfaction and gaining the partnership of others in pursuit of company goals.
• Ability to work independently to resolve issues and in a team office environment; to communicate professionally across many organizational levels and functions; to build rapport with stakeholders
• Ability to build and maintains effective business relationships with all departments to resolve operational issues and coordinate support.
• Ability to multi-task, prioritize and complete requests and assignments in a timely manner.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Minimal travel required
• Work in clean, pleasant, and comfortable office setting
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The salary range for this role is $46,400 - $61,900. A candidate’s final salary offer will be based on the candidate’s skills, education, and experience. 
A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan. 

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program.  Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.


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