Onboarding Specialist

Overview:

A key member of our Client Onboarding Team, partnering with internal team members to ensure that all aspects of the onboarding process run smoothly for all new Questco clients. This role ensures accurate account setup, initial payroll processing and client training to ensure that the client has an exceptional initial experience. This position sets the tone of what the client will come to expect from Questco; the Onboarding Specialist must have great customer service skills.

• Responsible for onboarding new clients to Questco, as assigned, ensuring that all the clients’ needs are met
• Accurately configure the PrismHR payroll system to reflect the needs of a new client, and audit client data to ensure accuracy
• Process payroll for each new client for approximately 3 pay periods; research and resolve any client implementation issues in a timely manner to optimize client satisfaction
• Ensure client is trained and comfortable with the PrismHR system; provide initial support in troubleshooting and resolving customer system concerns, ensuring all products and applications are functioning correctly
• Responsible for maintaining a good service relationship with clients and assist with managing issues that have been escalated by the Onboarding Manager
• Establish and maintain a positive working relationship with clients and team members to promote a quality service image and environment; ensure a smooth transition to ongoing support departments
• Partner with Onboarding Consultants also assigned to the client
• Work closely with other departments to ensure efficient and smooth handoffs occur, reducing client disruptions
• Partner with all internal departments to ensure the clients’ needs are met and to help improve client retention
• Complete with excellence all other duties as assigned

Questco Expectations

• Maintain a professional and respectful approach with clients and teammates
• Accuracy of work and punctual per any assigned schedule
• Timely completion of all administrative duties for timesheets and expense reports, as applicable
• Partners with all internal departments to help improve client retention
• Fosters an inclusive environment and collaborative approach with teammates
• Always act with integrity, abide by our Code of Ethics, Core Values and employee handbook

Required Qualifications

• A minimum of 3 years client service, implementation, or similar experience
• 3 year’s experience processing payroll with a good understanding of the FLSA (Fair Labor Standards Act) is required; experience with multi-state payrolls preferred
• 3+ years’ experience in a client support role with strong administrative and customer service skills
• Experience learning a new payroll system is strongly preferred; hands-on experience with PrismHR is preferred
• Exceptional communication skills including verbal, written, and presentation skills
• Proven ability to work effectively both independently and in a team-based environment
• Demonstrated willingness to be flexible and adaptable to changing priorities
• Desire to proactively anticipate/solve problems, provide excellent customer service, and professionally juggle tasks in a fast-paced environment
• PEO experience preferred
• Bachelor’s degree in related field preferred
• CPP Certified preferred and must be willing to become certified
• Experience with PrismHR and ClientSpace preferred

Required Skills

• Proficient with MS Office suite and passion for driving efficiencies through technology
• Strong interpersonal communication skills, ability to handle sensitive client situations gracefully
• Professional verbal and written communication skills
• Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients               

Physical Requirements, Language Skills:

• Must be able to work flexible schedules when needed to support business needs
• Frequent viewing of computer terminal with wrist/finger movement to operate a computer keyboard and mouse
• Requires sitting or standing for long periods of time
• Must be able to lift and carry up to 25lbs. periodically
• Bend, reach, pull, stoop, and push are all elements of physical activity for this position
• Fluency in English – speak, read and write

Travel:

• Up to 10% of work may include travel
• Ability to drive long and short distances throughout the day to various client locations