Payroll Clerk

Position Overview

Ultimate Staffing Services is actively seeking a dedicated Payroll Clerk to join their client's team in California. This role is essential in processing payroll-related mail and providing exceptional support to employees through the departmental ticketing system. The position is fully onsite in Pasadena, CA, operating Monday through Friday, 8:00 AM to 5:00 PM. The Payroll Clerk will play a crucial role in ensuring that employee inquiries are handled with precision, respect, and professionalism, maintaining strict data privacy at all times.

Responsibilities

Job Summary:

The Payroll Clerk, Customer Service, role is responsible for processing payroll-related mail and providing support to employees by responding to inquiries submitted through the departmental ticketing system. This position ensures assigned employee inquiries are accurately routed and researched, resolved, and documented within established department standards. As a frontline representative of service excellence, the role treats every employee with respect and professionalism while maintaining strict data privacy. The Customer Service Payroll Clerk will also develop a certain level of proficiency in office and union payroll processes to provide accurate answers and dependable operational support for the business.

Essential Duties and Responsibilities:

• Scan in all payroll-related mail into the departmental ticketing system and process the documents per established guidelines.
• Respond to day-to-day employee payroll inquiries through the departmental ticketing system in a timely and professional manner.
• Research and resolve assigned tickets accurately, escalating complex or sensitive issues to Payroll Specialists or the Team Lead when appropriate.
• Document all inquiry resolutions and employee communications thoroughly within the ticketing system.
• Answer calls coming into the payroll customer service line, check voicemails regularly, and return calls to ensure all inquiries receive a timely response.
• Perform payroll-related data entry tasks with a high level of accuracy and attention to detail.
• Communicate payroll information clearly, translating complex payroll topics into easy-to-understand answers for employees.
• Develop and maintain working knowledge of both office and union payroll processes to provide accurate responses.
• Assist team members during peak payroll cycles or absences to maintain department-wide continuity.
• Identify and share recurring employee concerns and ticket trends with the Team Lead to support process improvements.
• Meet established department standards for ticket response times, resolution quality, and customer service.
• Uphold high standards of confidentiality regarding employee data and sensitive payroll information.
• Perform other duties as assigned by management.

Qualifications

Position Requirements (Work Experience, Skills, Licenses, etc.):

• Strong knowledge of diverse payroll structures, including complex union and non-union business rules.
• Advanced proficiency in Microsoft Excel and Microsoft Word.
• Accurate 10-key by touch and demonstrated high-level data-entry accuracy.
• Familiarity with ticketing systems and payroll software such as Oracle Cloud or JD Edwards.
• Exceptional verbal and written communication skills to translate complex payroll issues into easy-to-understand answers.
• Proven ability to treat internal employees as valued customers with empathy and professionalism.
• Demonstrated ability to handle highly confidential information with absolute integrity.
• Excellent priority management to oversee high ticket volumes and meet strict department deadlines.
• Ability to work

  All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.