What are the responsibilities and job description for the Payroll Contact Center Specialist position at CSX?
Job Summary
Primarily supports the Train & Engine (T&E) Payroll group and Contact Center within the CSX Payroll Department. The group is responsible for the accurate and timely processing of T&E Payroll and all Payroll communications. This position will perform the frontline Payroll correspondence and communications by phone, self-service and emails, support current and future system testing and programming, ensure compliance with the collective bargaining agreements, and work on cross-functional analytical projects to help improve efficiencies.
Primary Activities and Responsibilities
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Job Requirements
Primarily supports the Train & Engine (T&E) Payroll group and Contact Center within the CSX Payroll Department. The group is responsible for the accurate and timely processing of T&E Payroll and all Payroll communications. This position will perform the frontline Payroll correspondence and communications by phone, self-service and emails, support current and future system testing and programming, ensure compliance with the collective bargaining agreements, and work on cross-functional analytical projects to help improve efficiencies.
Primary Activities and Responsibilities
- Resolve simple to complex employee issues, concerns and questions received via phone and email regarding Payroll processes and procedures. Thoroughly document all requests and issues in case management system and escalate cases, as appropriate to process owners and/or the Payroll leaders. Determine and provide recommendations and improvements to Payroll Contact Center knowledge base of FAQ's.
- Supports the daily payroll processes, including ongoing daily support of the various payroll applications for problem resolution, process changes, and implementation of new systems or processes.
- Performs business issue analysis and works on effective resolutions with an emphasis on identifying process improvement opportunities.
- Works on department initiatives and projects in a support and analytical role.
- Assists in testing payroll and contact center application changes and system enhancements as required.
- Assists in training and documentation efforts of the department.
- Supports the manager with technical specification write-ups.
- Miscellaneous activities and responsibilities as assigned by manager
- High School Diploma/GED
- 3 or more years of experience in Payroll, Finance, Accounting, Labor Relations, Customer Service or Manpower
- Bachelor's Degree/4-year Degree
- 1 or more years of experience in Payroll, Finance, Accounting, Labor Relations, Customer Service or Manpower
- Microsoft Office skills (including Excel, Word and Powerpoint)
- Excellent organizational skills and ability to prioritize multiple tasks and responsibilities
- Ability to both find opportunities and execute on those ideas to deliver efficiencies to the company
- Strong interpersonal, customer service orientation, verbal and written communication skills
- Strong problem-solving and follow-through skills
- Ability to maintain a high level of professionalism, especially while working under stress, pressure and deadlines
- Ability to handle multiple projects with competing deadlines
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Job Requirements
- Work hours may vary in length and schedule (may include a non-standard work week)
