Integrated Finance & Accounting Solutions (IFAS) Hiring for Payroll Customer Support Analyst (Hybrid) at Charleston, SC Full Time

Payroll Customer Support Analyst (Hybrid)

Essential Job Functions:

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Payroll Customer Support Analyst on the Payroll Customer Support Desk. Customer Support & Training (CST) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.

Job Responsibilities

The Payroll Customer Support Analyst supports Department of State employees and retired annuitants and their payroll related inquiries. Technicians will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development. The Quality Control Program (QCP) ensures:

• Accuracy and quality of customer interactions (phone and email)
• Provides feedback on strengths and areas of improvement
• Provides coaching and on-job training when applicable
• Uses quality monitoring data to compile and track performance at team and individual level
• Provides feedback to team leads and management

Technicians will assist with performing analysis, research, development and delivery of presentations, training and s

Ensure that the Payroll Customer Support Desk voicemail are addressed both at the beginning of the day and throughout the day.

• Provide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions. Ticket and provide customer assistance for these calls according to Payroll Customer Support desk procedures.
• Strive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create ServiceNow tickets to record the details of the issue and to document the receipt of the customer’s initial contact.
• Update ServiceNow tickets any time that additional correspondence or research is performed on behalf of the customer and close a ServiceNow ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolution.
• Assist the customer through the entire process of research, gathering data, performing analysis and resolving the issue for both emails and phone calls.
• Research DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house).
• Write GFS Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activities.
• Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures.
• As part of research time activity, follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket’s status.
• Per established ISO 9001 Work Instruction guidelines, appropriately identify select Payroll and Retirement tickets which are critical to the success of GFS’s business as “Level II”. Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow up on the status of the tickets.
• Escalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriate.
• Ensure constant coverage on the support Desk between the hours of 8:30 and 4:30pm Monday through Friday.
• Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirements. The technician may suggest and may be required to implement new strategies and policies. These strategies and policies may impact a customer’s satisfaction or the procedures within CGFS offices.

Skills:

Preferred Skills/Experience (but Not Required)

• Federal payroll, high volume call center, or help desk experience
• Superior verbal and written communication and organizational skills

Our most Successful Employees in this Position Demonstrate:

• Strong communication skills for phone and email customers, including escalated tickets.? Desired skills:?
• Effective Listening??
• Tact and Patience?
• Positive Persuasiveness?
• Attentiveness and Courteousness?
• Ability to multi-task and work from one situation to another at a fast pace?
• Excellence customer service skills

Desire to assist team members and share best practices/lessons learned

Qualifications:

• Minimum of one year of overall relevant (payroll processing or customer service) professional experience.
• Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
• Experience working with web based or client-server technologies and experience performing business systems analysis. Accounting procedures, policies and operations may be substituted

Candidate must have superior verbal and written communication and organizational skills.

Must have at a minimum Active Secret Security Clerance or qualify for a security clearance.

The employee will work an 8-hour shift between the hours of 6:15 am to 6:00 pm with a non-compensated 45-minute lunch (See your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is a hybrid position with 4 days teleworking and a minimum of 1 day on-site, after onboarding and training has been completed. Teleworking options are approved based on performance, as well as reliable internet connection, equipment, and suitable working environment.

Company Description

Integrated Finance and Accounting Solutions (IFAS) is a service-disabled veteran, woman owned small disadvantaged business firm that applies integrated finance and accounting solutions to every engagement to help clients build sustain, and maintain a profitable business model. We do this with a corporate commitment to provide on time service that is mission focused and results driven. It is our true belief that finding the right solutions to your business’ mission makes doing business less challenging. IFAS’ core capabilities include business & Finance operations, IT Support Services, Acquisition and logistics support.

We are an equal opportunity employer.

Integrated Finance and Accounting Solutions (IFAS) is a service-disabled veteran, woman owned small disadvantaged business firm that applies integrated finance and accounting solutions to every engagement to help clients build sustain, and maintain a profitable business model. We do this with a corporate commitment to provide on time service that is mission focused and results driven. It is our true belief that finding the right solutions to your business’ mission makes doing business less challenging. IFAS’ core capabilities include business & Finance operations, IT Support Services, Acquisition and logistics support. We are an equal opportunity employer.