OneSource Virtual

Call Center Representative

• Support the Employee Services Team using Workday, case management, knowledge base, and contact center technologies and processes
• Provide professional and timely service to internal and external customers
• Process benefit-related changes, including life-status and address changes
• Resolve benefits administration service issues with internal staff and outside vendors
• Counsel employees on benefit programs, including plan features, procedures, eligibility, and premiums
• Perform monthly reconciliation of carrier invoices for reporting to customers
• Support functional areas including benefits administration, help desk, and/or workforce administration

Seasonal Benefits Specialist – Call Center

Trainer

• Confer with Lead Trainer, Service Delivery leadership, and subject matter experts to identify Payroll (US/Global) development needs and priorities
• Design and develop training curricula, course materials, and learning assets using instructional design best practices
• Set up and maintain Workday training environments for realistic hands-on practice without disrupting live production data
• Lead virtual instructor-led training sessions for payroll processors, specialists, and seasonal employees
• Incorporate microlearning where appropriate
• Assess training effectiveness through surveys and knowledge checks
• Coordinate training schedules, registrations, and invitations throughout the contract
• Maintain training records and rosters
• Hand off documentation at contract end

Service Delivery Trainer

Data Analyst

• Research and resolve customer tax out-of-balances in a timely manner
• Perform mathematical calculations to determine optimal solutions
• Analyze tax and payroll data at employer and employee levels
• Discover issues, suggest conclusions, and support decision-making
• Ensure actions comply with tax authority requirements
• Communicate with customers and document causes of tax discrepancies
• Perform daily, monthly, and quarterly reconciliation of payroll and taxes across all US tax jurisdictions

Tax Analytics Specialist

• Provide subject matter expertise and guidance to Tax Filing and Rejection team members
• Support high-touch or high-profile accounts, special projects, and daily tasks
• Assist with aged, reopened, complex, or escalated cases
• Create guides and SOPs for filing error resolution
• Support quality assurance by flagging cases for review and identifying first-touch closure opportunities
• Review and analyze employer- and employee-level tax and payroll data
• Identify process improvements and contribute to enhancement requests
• Report trends and recurring issues to leadership
• Deliver timely and accurate tax support to internal and external customers
• Create or contribute to Filing/Rejection-related root cause analyses
• Collaborate with Account Health on error prevention and rejection reduction
• Identify automation opportunities for Filing/Rejection processes
• Foster team efficiency, consistency, collaboration, and performance

Lead Tax Filing and Rejection Specialist

Payroll

• Manage the end-to-end Power of Attorney (POA) and Third-Party Authorization (TPA) process, including reviewing requests, preparing forms, obtaining signatures, submitting authorizations, and tracking status through completion
• Review jurisdictional requirements and ensure POA and TPA documents are accurate, complete, and compliant with agency guidelines
• Coordinate with tax agencies, customers, and internal teams to resolve missing information, rejected forms, and authorization-related issues
• Monitor pending, rejected, and outstanding POA/TPA requests and follow up for timely resolution
• Maintain accurate records, trackers, documentation, and case status
• Identify jurisdictions with specific TPA or authorization requirements and follow the appropriate process
• Support creation and maintenance of SOPs, work instructions, and reference materials
• Provide guidance to team members regarding POA/TPA requirements and procedures
• Escalate complex or unresolved authorization issues
• Assist with tax case handling during high-volume periods, staffing shortages, or increased aged inventory
• Review, research, and process assigned tax cases according to procedures and service-level expectations
• Help reduce aged cases and maintain queue health
• Collaborate with Case Administrators and Tax Operations teams to resolve issues and move cases forward
• Prioritize work based on urgency, age, jurisdiction, and business impact
• Maintain quality and accuracy while balancing POA/TPA and case-handling responsibilities

Payroll Tax Case Administrator

General

• Review and set up all garnishment orders, including preparing orders and correspondence for scanning
• Maintain garnishment rules in the payroll system, including researching and testing withholding requirements according to state rules and garnishment type
• Write, review, and process reports to automate answer letters and interrogatory responses
• Maintain garnishment screens by entering applicable start and stop dates according to order information and deadlines
• Answer and resolve payroll and garnishment questions from courts, agencies, and employees
• Collaborate with internal and external departments to answer questions and resolve issues
• Process lump-sum payments and determine withholding amounts for quarterly, annual bonus, and other lump-sum payments
• Work on special projects, including account reconciliations, accruals, and journal entries
• Cross-train with other team members

Garnishment Specialist

Support Engineer

• Serve as the first point of contact for incoming support requests
• Triage support requests, determine scope and priority, and initiate resolution using established procedures
• Research and apply solutions independently before escalating
• Monitor batch processing and integration jobs, identify failures, assess impact, and execute documented recovery steps
• Identify and report system performance anomalies, access issues, and integration failures
• Document issues, troubleshooting steps, and resolutions accurately
• Maintain knowledge base articles and share learnings to reduce repeat issues
• Provide timely status updates to end users and stakeholders throughout the ticket lifecycle
• Perform projects and other assigned duties

Application Support Analyst

Program Manager

• Map, document, and maintain the end-to-end customer journey across all customer segments
• Define key milestones, engagement points, and handoffs for each customer tier
• Design, launch, and manage customer experience programs from concept through rollout
• Scope programs, establish timelines, align stakeholders, and measure post-launch performance
• Monitor NPS, Customer Effort Score, retention, expansion, and adoption metrics by segment
• Build and iterate programs to drive Gross Revenue Retention and Net Revenue Retention outcomes
• Partner with Sales, Product, Service Delivery, Customer Success, and Renewals teams
• Represent the voice of the customer and build feedback loops across journey stages and segments
• Roll out evolving programs through clear communication, structured change plans, and documented SOPs
• Apply customer experience and journey design best practices using an agile, test-and-learn approach

Customer Experience Program Manager

• Provide full end-to-end payroll processing support for Managed Payroll customers
• Manage multiple customers with varying deadlines in a fast-paced work environment
• Act as the named Specialist for Managed Payroll and Payroll Administrative customers
• Support OSV payroll, tax, and garnishment customers as needed within the service team
• Manage and respond to daily cases while meeting service-level agreements and client satisfaction goals
• Respond to internal escalated cases from the payroll team and other stakeholders
• Resolve customer issues, handle escalations, perform and document root cause analysis, and implement remedial procedures
• Lead weekly, monthly, and quarterly client calls
• Participate in new client transitions and other service-area calls
• Configure basic to medium-complexity Workday pay components, deductions, and run categories
• Support the year-end process and special projects
• Troubleshoot quarter-end and year-end audit reports and make recommendations to customers
• Meet quality and production metrics and scorecards
• Maintain payroll services support documentation
• Collaborate with peers and customer teams to support customers and resolve requests
• Support Workday payroll configuration and year-end activities

Payroll Specialist

General Counsel

• Lead strategy, negotiation, and execution of complex, high-value enterprise agreements, including SaaS, BPaaS, enterprise agreements, data processing agreements, business associate agreements, information security agreements, professional services agreements, and channel/reseller partner agreements
• Draft, review, and negotiate technology and licensing agreements across a high-volume contract pipeline, including with Fortune 500 and sophisticated enterprise customers
• Serve as a strategic legal partner to Sales, Customer Success, and business leadership on deal structuring, risk assessment, and negotiation strategy
• Partner with Finance, Security, Product, and Support to resolve complex commercial and operational issues and support new go-to-market models and programs
• Develop, maintain, and improve form agreements, commercial legal templates, and negotiation playbooks
• Advise on intellectual property licensing, open-source software usage, and data rights/ownership issues, including AI/ML considerations
• Contribute to workflows and processes for contract negotiation, execution, and tracking of contractual obligations
• Create and deliver training to business teams on legal best practices
• Leverage AI-powered legal tools to increase efficiency across a high-volume contract pipeline

Senior Commercial Counsel

Product Manager

• Own the vision, strategy, roadmap, commercialization, and partner ecosystem for OSV's employee benefits and financial wellness portfolio
• Define and evolve portfolio vision, strategy, target customers, value propositions, strategic choices, and success measures
• Translate company strategy into product outcomes, portfolio priorities, investment recommendations, and multi-year direction
• Assess market trends, competitive dynamics, economics, regulatory considerations, and adjacent opportunities
• Establish continuous customer discovery practices and validate assumptions through interviews, data, research, prototypes, and market tests
• Define partner ecosystem strategy and determine where OSV should build, buy, integrate, or partner
• Lead partner evaluation, selection, due diligence, contracting, integration, launch decisions, scorecards, and performance reviews
• Own outcome-based roadmap and prioritize across the portfolio
• Lead quarterly and annual portfolio planning and communicate tradeoffs and sequencing
• Shape commercialization, including target segments, positioning, packaging, pricing inputs, channels, launch objectives, enablement, readiness, and adoption plans
• Monitor post-launch adoption, engagement, customer feedback, service performance, economics, and partner results
• Manage products across scaling, optimization, repositioning, consolidation, and retirement
• Define scorecards and monitor customer, product, partner, operational, commercial, and financial outcomes
• Create executive reporting on outcomes, learning, decisions, risks, and recommended actions
• Lead, coach, and develop the initial team member and hire an additional team member as the portfolio expands
• Build product team capability in discovery, strategy, partner management, roadmapping, analytics, experimentation, and commercialization

Senior Director, Product Management – Innovation

• Monitor overall pay-function activities, including payment activities, with key stakeholders to drive quality improvement
• Identify system improvement needs with the Team Manager
• Serve as the first point of customer and internal escalation for tax analytics
• Provide direction, instruction, and training to the team
• Assist with daily tasks and special team projects
• Perform routine audits of tax balancing actions and reconciliation communications
• Reconcile payroll and taxes processed in all US tax jurisdictions on a daily, monthly, and quarterly basis
• Apply credits based on reconciliation of taxes remitted on behalf of customers
• Research, resolve, investigate, and validate tax out-of-balance conditions
• Communicate with customers and document tax discrepancies and required Workday resolution steps
• Ensure actions comply with tax authority requirements
• Analyze employer- and employee-level tax/payroll data to support conclusions and decision-making
• Collect data and perform mathematical calculations to determine optimal solutions
• Prepare quarterly and annual reconciliation reports
• Deliver reconciliation reports through the OSV tax portal
• Explain funding reconciliation to customers via conference calls or the communication case system and obtain approval for further collections and/or refunds