Payroll Research Specialist
Our global Fortune 500 client, with U.S. headquarters in Charlotte, NC, is a world class food service provider with a strong presence across the nation. Celebrating almost 30 years in North America, this employee-focused company has received honors for diversity and inclusion, innovation, health and wellness, and company culture. CRG has successfully placed over 220 employees within the last 7 years within this organization, known for its continuous growth opportunities, fantastic benefits package, innovative technology, flexible work environment, and collaborative culture.

Opportunity: 6-month contract to hire
Location: Charlotte, NC (Hybrid – Remote Monday & Friday; In-office Tuesday–Thursday, non-negotiable)
Schedule: Monday – Friday (8:00–5:00 PM, 8:30–5:30 PM, or 9:00–6:00 PM based on monthly rotation)

Responsibilities:

• Provide second-level payroll support by researching and resolving work orders escalated from the Customer Service team.

• Assist Customer Service Associates with incoming calls and complex payroll inquiries as needed.

• Mentor and coach associates on work order resolution, ensuring accurate documentation and activity logs.

• Perform root cause analysis to identify recurring issues and recommend preventive process improvements.

• Interpret and consistently apply payroll policies and procedures across all payroll activities.

• Utilize payroll systems (SAP, MySTAFF, MyRequests, and related applications) to research issues and recommend system or process enhancements.

• Review and document payroll processes, automate manual tasks, and eliminate outdated or redundant procedures.

• Monitor off-cycle payroll activity and time submission errors, focusing on volume reduction and accuracy improvement.

• Support payroll audits and collaborate with payroll teams to enhance existing audits or develop new ones.

• Prepare and deliver training content for weekly operations meetings.

Qualifications:

• Bachelor’s degree required.

• 1+ year of customer service or call center experience; high-volume payroll environment preferred.

• Strong understanding of payroll policies, procedures, and compliance.

• SAP Payroll experience strongly preferred.

• Proficiency in Microsoft Office (Excel, Access, Outlook).

• Excellent communication skills with the ability to work in a confidential environment.

• Strong analytical, organizational, and problem-solving skills with attention to detail.
  
  Category Code: JN003, JN024
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