Payroll Services Representative

CNA Insurance

. Serve as a primary point of contact for payroll clients and their employees .

Posted 9/15/2026part-timeCambridge • Massachusetts • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in payroll processing, including payroll calculations, taxes, and deductions, while maintaining confidentiality and accuracy. Proficient in client communication and problem resolution, ensuring timely support and adherence to service targets.

Highest-signal resume keywords

Payroll ProcessingPayroll CalculationsClient Support ExperienceMicrosoft Excel ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payroll TaxesDirect DepositsWage and Hour RequirementsPayroll ReportsTimekeepingElectronic OnboardingPayroll DocumentationPayroll DiscrepanciesManual ChecksPayroll System Navigation

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationAttention to DetailAbility to Manage Multiple RequestsProfessionalism and Discretion

Tools & Technologies

PrismHCMMicrosoft OutlookTicketing SystemsPayroll Systems

Certifications & Qualifications

Fundamental Payroll CertificationCertified Payroll Professional

Industry Keywords

Payroll ServiceClient SatisfactionPayroll PreparationPayroll ProcessingEmployee Access

About the role

Key responsibilities & impact

Serve as a primary point of contact for payroll clients and their employees
Respond to incoming calls, emails, and support tickets
Assist with questions regarding paychecks, direct deposits, taxes, deductions, timekeeping, paid time off, employee access, and payroll documents
Help employees navigate the payroll system, mobile application, onboarding process, and self-service tools
Follow requests through completion and keep clients informed
Research and resolve payroll discrepancies involving earnings, hours, deductions, taxes, benefits, garnishments, and direct deposits
Triage issues based on urgency, payroll deadlines, financial impact, and employee impact
Resolve routine matters and escalate complex issues to internal teams or vendors
Assist with corrections, manual checks, voids, reissues, reversals, and off-cycle payroll requests
Document research, actions taken, and final resolutions
Identify recurring problems and recommend process improvements
Support clients through payroll preparation, processing, and post-payroll review
Review payroll changes and documentation for accuracy and completeness
Assist with new hires, terminations, compensation changes, deductions, benefits, tax changes, and direct deposit updates
Monitor open items and confirm required changes before payroll finalization
Assist with payroll reports, general ledger questions, time and attendance, electronic onboarding, and related payroll services
Coordinate with payroll processors to ensure requests are handled accurately and on time
Maintain accurate records in ticketing and payroll systems
Monitor tickets, due dates, aging, and client follow-ups
Prioritize urgent matters that could delay payroll or affect employee pay
Communicate timing, required information, and next steps
Follow up on open matters until fully resolved
Maintain confidentiality of payroll, employee, banking, and personal information
Meet service targets including first ticket response within 4 business hours, 80% resolution within 3 business days, implementation timelines, and client satisfaction of 90% or higher

Requirements

What you’ll need

Two or more years of payroll processing, payroll service, or related client support experience preferred
Working knowledge of payroll calculations, payroll taxes, deductions, direct deposits, and wage and hour requirements
Experience supporting multiple clients or business locations is strongly preferred
Experience with PrismHCM or another payroll and HR platform is helpful
Strong written and verbal communication skills
Excellent attention to detail and follow-through
Ability to manage multiple requests, competing deadlines, and changing priorities
Strong problem-solving skills and the ability to research an issue before escalating it
Comfortable communicating directly with clients and employees
Ability to handle confidential information with professionalism and discretion
Proficiency with Microsoft Outlook, Excel, and related business systems
Fundamental Payroll Certification or Certified Payroll Professional designation is a plus, but not required

Benefits

Comp & perks

Part-time employment
Hybrid remote work arrangement