Payroll Contact Center Specialist, Shared Services

 

 

 

Job ID:  521163

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

 

Job Summary

We are seeking a highly motivated Payroll Contact Center Specialist who will serves as the first point of contact for employees with payroll-related inquiries. This role is responsible for delivering timely, accurate, and high-quality customer service, while ensuring compliance with company policies, federal/state regulations, and payroll best practice.

 

What Shared Services Does

 

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:

• O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
• R2R (Record-to-Report): Enables robust financial reporting and accounting.
• P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships. Manages the Travel and Expense program.
• Center of Excellence: Drives innovation and continuous improvement.
• Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.

Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

 

Key Responsibilities

 

• Respond to inbound inquiries via phone, email, or ticketing system related to payroll, timekeeping, and tax issues.
• Research and resolve payroll discrepancies and escalate complex cases as necessary.
• Educate employees on payroll policies, timelines, and resources.
• Maintain detailed case documentation and track issue resolution progress.
• Collaborate with Payroll, HR, and IT teams to improve processes and enhance employee experience.
• Identify trends in contact center tickets and recommend solutions to recurring issues.
• Assist in preparing payroll reports and audits as requested.
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

 

Education & Qualifications

          

• Bachelor’s degree or equivalent work experience (required).
• Minimum 2 years of multi-corporation, multi-state payroll processing or business environment experience required.
• Payroll certification (FPC/CPP) strongly preferred.
• Experience in a large payroll processing or contact center preferred.
• Basic knowledge of payroll principles, wage and hour law, payroll taxes, and wage attachments required.
• PC literate: Windows, Excel, Word, Outlook, and mainframe payroll application experience.
• Knowledge of payroll systems: SAP and ADP desired.
• Willingness to work independently within in a team environment and assist the team with other duties as required.
• Must be able to able to work under time constraints and ensure deadlines are met.
• Ability to adapt to changing and process driven environment.
• Strong verbal and written communication skills.
• Strong organization skills with attention to detail.
• Strong customer service focus.
• Ability to analyze and resolve problems.
• Able to communicate with others by telephone and in person.
• Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
• Proven track record of identifying and driving continuous improvement in payroll operations.
• Experience working in fast-paced environments with evolving responsibilities.