1. PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES BY CARMELA MILLER, CPP HOWARDCARMMILLER@MSN.COM

2. OBJECTIVES  DEFINE CUSTOMER SERVICE  IDENTIFY CUSTOMER SERVICE PRINCIPLES  RELATE CUSTOMER SERVICE TO THE PAYROLL DEPARTMENT  LOOK AT PROVIDING THE ARE OF CUSTOMER SERVICE

3. TACS T – TIMELY A – ACCURATE C – CUSTOMER S – SERVICE PART OF THE PAYROLL’S PRODUCT IS: TIMELY, ACCURATE & CUSTOMER SERVICE.

4. DEFINITION OF CUSTOMER SERVICE CUSTOMER SERVICE IS PROBLEM SOLVING, SOOTHING THE IRATE, REASSURING THE TIMID, AND EVEN SOMETIMES “PULLING A RABBIT OUT OF A HAT”

5. HANDLING EMPLOYEE CONCERNS  KEEP CALM  IDENTIFY THE CONCERN  DON’T MAKE UP ANSWERS  KEEP YOUR PROMISE

6. FIVE PRINCIPLES OF CUSTOMER SERVICE  R – RELIABLITY  A– ASSURANCE  R –RESPONSIVENESS  E – EMPATHY  T – TANGIBLES

7. RELIABLITY PART OF THE STANDARD PROCESS FOR PAYROLL  DEPENDABILITY – RECEIVE CHECKS ON TIME  ACCURACY – EMPLOYEE’S NEED TO COUNT ON THEIR CHECKS BEING CORRECT  DELIVERY – RECEIVE THEIR CHECK ON PAY DAY WHEN YOU COMMIT TO A PROCESS BE REALISTIC AND MAKE IT ATTAINABLE.

8. ASSURANCE THE KNOWLEDGE AND COURTESY YOU SHOW TO YOUR CUSTOMERS  CONVEY TRUST – GIVE CORRECT ANSWERS WHEN PROMISED.  COMPETENCE – ACCURATE INFORMATION  CONFIDENCE – TALK WITH CONFIDENCE

9. RESPONSIVENESS WILLINGNESS TO HELP CUSTOMERS PROMPTLY  MULTI-TASKING – MANY DEADLINES  PRIORITIZING – BE ABLE TO DECIDE WHAT DEADLINE IS FIRST  TIME MANAGEMENT – BE ABLE TO MEET YOUR DEADLINES

10. EMPATHY DEGREE OF CARING & INDIVIDUAL ATTENTION  EMPLOYEE’S ARE NOT EXPERTS ON THEIR PAYCHECKS  NEED TO CONVEY HOW THEY GET PAID AND WHEN THEY GET PAID

11. TANGIBLES PHYSICAL FACILITIES, EQUIPMENT AND YOUR OWN APPEARNACE  YOUR APPEARANCE MUST SHOW HOW NEAT AND ORGANIZED YOU ARE PERSONALLY  YOUR DESK MUST REFLECT YOUR ORGANIZATION AND KNOWLEDGE  MUST BE ABLE TO LOCATE THE NECESSARY DOCUMENTATION

12. CONFIDENTIALITY EMPLOYEE DATA  EMPLOYMENT APPLICATION  FORM W-4  PAY LEVEL  VOLUNTARY DEDUCTIONS  FORM I-9  SOCIAL SECURITY NUMBER  TELEPHONE NUMBER  HOURS WORKED  INVOLUNTARY DEDUCTIONS  PAY SCHEDULE  RESUME  HOME ADDRESS  PAY INCREASES  TERMINATION REASON  AGE  SALARY HISTORY

13. CONFIDENTIALITY COMPANY  SYSTEM SECURITY  CLEAN DESK POLICY  PASSWORDS  DOCUMENT DESTRUCTION WHISTLE BLOWERS  REPORTING OF ACTUAL OR SUSPECTED MISCONDUCT  CANNOT RETALIATE AGAINST THE EMPLOYEE  MANAGEMENT & EMPLOYEES CANNOT INTERFERE OR INFLUENCE THE WHISTLE BLOWER

14. PROFESSIONAL RESPONSIBILITIES  COMPLIANCE – RESPOND ACCURATELY TO NOTICES AND REQUESTS ON EMPLOYEES  CONFIDENTIALITY – EMPLOYEE PRIVACY RIGHTS ARE GOVERNED BY FEDERAL AND STATE LAW AS WELL AS COMPANY POLICY  PROBLEM SOLVING – CONTROLS AND EDITS IN PLACE TO MINIMIZE ERRORS. BALANCE PAYROLL PRIOR TO SUBMITTING IT.

15. COMPLIANCE ACCURATE AND TIMELINESS  REPORTING AND FILING TAXES  GENERAL LEDGER – FINANCIALS  EMPLOYEE VERIFICATIONS  GARNISHMENTS  PENALTY NOTICES

16. PROBLEM SOLVING CHALLENGES CAN BE AVOIDED BY:  SYSTEM EDITS  RESEARCHING/CALCULATING  BALANCING PAYROLL

17. Resources US Congress passes bills which become enacted as laws. These laws are very general so the law can be applied effectively. The executive branch of US government issue guidance. Regulations – proposed, temporary, interim and Final – provide direction on how the provisions of the laws are to be implemented.

18. IRS Provides Additional Guidance Revenue Procedures are procedural directions on the implementation of sections of the Internal Revenue Code. Revenue Rulings are directions on how the law will be enforced by the IRS Private Letter Rulings are directions to taxpayers requesting guidance on how the law will be enforced given specific actions that the taxpayer may have taken or wishes to take. These rulings can be used as precedents only by the taxpayer asking for the ruling.

19. The Wage and Hour Division of the Dept. of Labor issues guidance in the form of Administrators Interpretations. The administrator will issue letters to further clarify a statutory or regulatory issue under the FLSA or FMLA. Opinion Letters are no longer issued by the Wage and Hour Division.

20. Payroll Department The payroll department is responsible for keeping on top of current developments. – Latest Tax law Amendments – Regulatory Changes – Understand New Laws and Regulations – Understand what the changes will mean to the employee’s, the payroll process and the company.

21. Payroll Professionals Aware of other employment-related laws that might affect compliance Well-versed in the company’s union contracts Well-versed in the company’s policies and procedures. The APA helps keep us current with the “Payroll Currently Newsletter” and taking classes.