We are looking for an Employer Shared Responsibility Specialist (Tier II) to support client issue resolution and service delivery for a payroll services organization in West Palm Beach, FL. This Long-term Contract position is ideal for someone who combines analytical thinking with strong client communication and can navigate regulatory and operational questions with accuracy. In this role, you will work across internal teams and external reference sources to investigate concerns, provide informed recommendations, and help maintain a high standard of client satisfaction.
Responsibilities:
- Investigate client questions by reviewing information from internal support platforms and authoritative external sources, including government and regulatory websites, to deliver accurate resolutions.
- Partner with clients as well as sales and operations teams to assess issues, identify practical solutions, and communicate recommendations clearly and professionally.
- Build a strong understanding of client account configurations, related service workflows, and operational procedures to resolve concerns efficiently.
- Document client interactions, research findings, and response details thoroughly to maintain complete and reliable service records.
- Contribute to product-focused initiatives such as regulatory updates, testing activities, and training efforts when subject matter support is needed.
- Provide guidance to newer team members and contract staff by sharing process knowledge and reinforcing current policies and expectations.
- Manage assigned work in alignment with departmental service level commitments and quality standards.
- Support long-term client satisfaction by identifying opportunities to improve responsiveness, accuracy, and overall service effectiveness.
- Bachelor’s degree in Business is preferred.
- At least 2 years of experience in customer service, sales, insurance, or a related environment, or an equivalent combination of education and experience.
- Demonstrated ability to analyze information, solve problems, and make sound recommendations in a client-facing setting.
- Strong verbal and written communication skills with the ability to interact effectively with internal teams and external partners.
- Experience handling client inquiries, maintaining accurate documentation, and managing multiple priorities with attention to detail.
- Working knowledge of regulations, compliance-related research, or government resources such as Treasury or IRS websites is helpful.
- Ability to support training, mentoring, or knowledge-sharing activities within a team environment.
