1. PROFESSIONAL PAYROLL SKILLS & RESPONSIBILITIES
BY CARMELA MILLER, CPP

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. THE KNOWLEDGE AND COURTESY YOU SHOW TO YOUR CUSTOMERS
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. PHYSICAL FACILITIES, EQUIPMENT AND YOUR OWN APPEARNACE
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 WHISTLE BLOWERS 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. ACCURATE AND TIMELINESS
COMPLIANCE
ACCURATE AND TIMELINESS
REPORTING AND FILING TAXES
GENERAL LEDGER – FINANCIALS
EMPLOYEE VERIFICATIONS
GARNISHMENTS
PENALTY NOTICES

16. CHALLENGES CAN BE AVOIDED BY:
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
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.