Description
The Payroll Support Specialist serves as the first point of contact for payroll-related inquiries and support requests from associates, managers, Human Resources, and external parties.
This role provides excellent customer service, resolves Tier 1 payroll inquiries, completes employment and income verification requests, researches legal and documentation requests, and dispatches cases to Payroll Operations, Payroll Tax, or Time & Labor for timely resolution within established service level agreements.
Key Accountabilities
Payroll Customer Service & Tier 1 Case Resolution
- Serve as the first point of contact for payroll-related inquiries submitted through HR Connect, email, phone, or other service channels
- Resolve Tier 1 payroll questions related to pay, deductions, direct deposit, taxes, timekeeping, payroll calendars, and general payroll processes
- Provide professional, accurate, and customer-focused communication to associates, managers, HR partners, and external requestors
- Document case activity, research steps, outcomes, and customer communications clearly and consistently
- Escalate sensitive, urgent, or complex issues to appropriate payroll teams or leadership
Case Intake, Triage & Dispatch
- Review, categorize, prioritize, and route payroll-related cases to Payroll Operations, Payroll Tax, or Time & Labor based on issue type and required expertise
- Monitor case queues to support service level agreement adherence and timely follow-up
- Identify missing information and request additional details needed to support resolution
- Partner with payroll workstreams to ensure cases are routed accurately and closed with appropriate documentation
- Identify recurring routing issues and recommend improvements to case categories, intake forms, and knowledge articles
Employment Verifications, Legal Requests & Administrative Support
- Complete verification of employment and income requests in accordance with company policy and confidentiality requirements
- Research and support legal requests, subpoenas, garnishment inquiries, unemployment surveys, and payroll record requests as assigned
- Maintain accurate payroll support documentation and ensure sensitive information is handled with discretion
- Coordinate with Payroll Operations, Payroll Tax, HR, Legal, or other teams when additional review is required
Knowledge Management & Continuous Improvement
- Support creation and maintenance of payroll knowledge articles, service scripts, FAQs, and standard operating procedures
- Identify inquiry trends, customer experience concerns, and opportunities to improve service delivery
- Participate in training, cross-training, and process improvement activities to strengthen payroll support consistency
Qualifications, Experience, and Skills
- Associate degree in Business, Human Resources, Accounting, Finance, or related field preferred
- Equivalent combination of education and relevant experience may be considered
- Minimum Experience: One to three years of customer service, payroll support, HR shared services, human resources, timekeeping, or related administrative experience
- Experience using case management, ticketing, payroll, or timekeeping systems preferred
- Experience in handling confidential employee information and service level expectations preferred
What differentiates Honda and make us an employer of choice?
Total Rewards:
- Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
- Paid Overtime
- Regional Bonus (when applicable)
- Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
- Paid time off, including vacation, holidays, shutdown
- Company Paid Short-Term and Long-Term Disability
- 401K Plan with company match + additional contribution
- Relocation assistance (if eligible)
Career Growth:
- Advancement Opportunities
- Career Mobility
- Education Reimbursement for Continued Learning
- Training and Development programs
Additional Offerings:
- Tuition Assistance & Student Loan Repayment
- Lifestyle Account
- Childcare Reimbursement Account
- Elder Care Support
- Wellbeing Program
- Community Service and Engagement Programs
- Product Programs