Bilingual Payroll Customer Service Representative

Job Title: Bilingual Payroll Customer Interaction Specialist Location: San Antonio, TX Duration: 12+ Months Job Description: In this role, you will be a part of the Customer Interaction team speaking to customers and answering their questions. You will also be assigned some payroll tasks. Responsibilities Respond to employee queries - Tier 1 and Tier 2 Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management) Triage and manage Tier 1 and Tier 2 cases accordingly Manage outbound communications with respect to associate queries Create and assign cases to Tier 2/ Tier 3 as required Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.) Prioritize and manage concierge service requests Manage associate's documentation (store / retrieve / create) while maintaining quality control standards and confidentiality regarding sensitive documents Administration of inbound mail received for the shared services Follow quality requirements and act in compliance to local laws & regulations. Assist in leading improvements and providing trainings. Maintain process documentation and document templates Support content upload and updates on client portal (or its replacement), manage inquiries and access requests related to client portal (or its replacement). Review employee portal content - policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on employee portal Perform translation activities Hybrid Work Environment (3 days a week in the office) Future Work Environment could be 5 days a week in the office Support Payroll Audits, and Post Payroll administration, run Payroll Reports in English. Support Total Rewards in Spanish as required And all other duties as assigned Qualifications we seek in you! Minimum Qualifications Any graduate/postgraduate. Relevant experience in HRSS Excellent verbal, written, presentation, and interpersonal skills in Spanish. Preferred Qualifications/ Skills Workday Service Now SAP/ADP Payroll eTime