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Professional Payroll Skills & Responsibilities By Mary Kazmierczak,CPP Slide 2 Objectives Define customer service Identify customer service principles Relate customer service to the payroll department Look at providing the art of customer service Slide 3 The payroll department's product, in addition to being timely and accurate, should also include customer service. TACS Slide 4 Customer service is problem solving, soothing the irate, reassuring the timid, and even sometimes "pulling a rabbit out of a hat." Define Customer Service Slide 5 Payroll Department Customers Who are the customers of the Payroll Department? What are the challenges that face the payroll manager? Slide 6 RARE-T Five Principles of Customer Service Reliability Assurance Responsiveness Empathy Tangibles Slide 7 Reliability Standard Process for Payroll !! Dependability Accuracy Delivery Slide 8 Assurance The knowledge and the courtesy you show to your customers Convey trust Competence Confidence Slide 9 Responsiveness Willingness to help customers promptly Multi-tasking Prioritizing Time Management Always with a Slide 10 Empathy Degree of caring & Individual Attention Slide 11 Tangibles Slide 12 Professional Responsibilities Compliance Confidentiality Problem Solving Slide 13 Compliance Check accuracy & Timeliness Reporting & Filing Taxes General Ledger Financials Employee Verifications Garnishments Penalty notices Slide 14 Confidentiality Employee Data Employment application FormW-4 Pay level Voluntary deductions Form 1-9 Social Security number Telephone number Hours of work Involuntary deductions Pay schedule Resume Home address Pay Increases Termination reason Age Salary history Slide 15 Confidentiality Company System Security Clean Desk Policy Passwords Document destruction Whistleblowers Reporting of actual or suspected misconduct Never speak ill in public Safeguard Company Image If requested for statement from an unintentional or intentional Breach... No comment Not authorized to address... Slide 16 Problem Solving Challenges can be avoided by : System Edits Researching / Calculating Balancing Slide 17 Resources Best Practice (defense) Education / Certification Networking Professional Affiliations APA, CAPA Subscribe to email notifications IRS, SSA, DOL Slide 18 Questions!! Slide 19 Thank you, It was my pleasure! Mary Kazmierczak, CPP Mary_Kazmierczak@ultimatesoftware.com 773-237-2052 Chicago Chapter Chicago_Chapter_apa@hotmail.com