Implementation Specialist I

FUNCTION: Responsible for a variety of duties involving the coordination of the setup of new clients for payroll service. Works with Sales Officer and Implementation Analyst while addressing customer needs for application interfacing, payroll reporting, software connectivity, and company/employee data setup. Conducts client training sessions to enhance user understanding of remote PC input software application. Assists in ensuring that Bangor Payroll and its new clients are in compliance with local, state, and federal regulations

ACCOUNTABILITIES:

Operations/Process:

• Review sales enrollment submission to ensure required documents are received and communicates with sales on missing documents
• Establishes and enforces a clear timeline of events with Sales Officers and clients  for all tasks associated with client setup and training
• Communicates with and updates client throughout the setup process
• Utilizes Smartsheets to track setup process and the company will start on time
• Verifies the setup of employee information entered by Implementation in payroll software application
• Verifies the setup of client access to software application and provides client with access credentials
• Independently researches client questions and explores technologies in order to provide solutions
• Establishes a timeline for adding time-off accruals, general ledgers, Bangor Time, and custom reports to existing clients.
• Train and support client through processing the first payroll
• Identifies and recommends modifications to processes when efficiencies may be gained
• Work on multiple time sensitive projects and follow up on times simultaneously
• Performs First Payroll Verification Audit
• Transition client to Client Success Team
• Cross-trains in other Bangor Payroll departments in order to assist when needed
• Acts as a resource for the Bangor Payroll Sales team

Customer Experience:

• Communicates directly and professionally with internal and external client, providing exemplary customer service
• Proactively resolves client payroll issues

Technical

• Level I –
  • Supports and coordinates the setup of new clients with basic earning and deduction codes
• Level II –
  • Supports and coordinates setup of new clients with advanced earning and deduction codes (Ex. Pension, 125 deductions, HSA’s)
  • Supports and coordinates the setup of Essential HR Onboarding
  • Supports and coordinates the setup of Essential Time and Attendance
  • Supports and coordinates setup of time-off accrual policy
  • Supports and coordinates the transfer of new clients prior historical wages
• Level III –
  • Supports and coordinates the setup of new clients with complex earning and deduction codes (Ex. Shift Differentials, specially taxed codes)
  • Supports and coordinates the setup of Essential HR Onboarding
  • Supports and coordinates the setup of Essential Time and Attendance
  • Supports and coordinates the setup of time-off accrual policy
  • Supports and coordinates the setup of general ledgers
  • Ability to fill in as Implementation Analyst

Compliance and Control:

• Stays current on payroll regulations and trends
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

• Attentive to detail and accuracy, committed to excellence, looks for improvements continuously, monitors quality levels
• Prioritizes tasks and demonstrates excellent time management skills
• Works toward the goal of continued professional and personal development by participating in training and educational opportunities as they become available
• Interacts harmoniously and effectively with others, focusing upon the attainment of Bank goals through a commitment to teamwork
• Demonstrates willingness to accept new projects and strives to become a subject matter expert
• Demonstrates developmental progression from Level 1 through Level III
• Conforms to acceptable punctuality and attendance standards as expressed in the Employee Handbook
• Performs additional duties as requested
• Maintains strict confidentiality

Knowledge/Skills/Experience Requirements:

• Four-year college degree in Business, Information Technology, Accounting or related area preferred, or three to five years of progressively responsible payroll experience including a broad exposure to all areas of payroll
• Attention to detail, emphasis on accuracy, adherence to deadlines, with good organizational, analytical, mathematical and oral and written communication skills required
• Ability to work with little supervision
• FPC (Fundamental Payroll Certification) required for Level III, encouraged for Level I and II
• Group facilitation and training experience preferred
• Strong communications skills, verbal and written
• Excellent customer service skills required 
• Demonstrated relevant computer literacy
• Microsoft Word, Excel and Outlook proficiency

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs.) required
• Moderate reaching, walking, sitting and standing required
• Occasional in-state travel required for client training

Equipment Used:

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.