Small businesses succeed when payroll is accurate, on time, and easy to manage. Join a client-focused team that helps owners launch payroll with confidence and keep it running smoothly. You’ll combine product knowledge, problem-solving, and clear communication to guide clients from setup through ongoing support. You’ll also collaborate with partner teams to resolve issues quickly and improve the end-to-end experience.
Job summary
As a Payroll Onboarding Specialist in Business Banking, you will guide clients through payroll onboarding, activation, and ongoing servicing through phone and digital interactions. You will track progress, provide product guidance, and partner with internal teams to deliver a smooth implementation experience. You will follow established procedures, document activity accurately, and escalate complex issues through the appropriate channels.
Job responsibilities
- Support clients with payroll onboarding, activation, implementation, servicing requests, and product support through phone and digital interactions
- Guide clients through key setup steps, timelines, and requirements to enable successful enrollment and activation
- Respond to inbound client inquiries and service requests, research and resolve routine issues, provide payroll product guidance, and connect clients with appropriate resources when additional support is required.
- Provide clear product and process guidance to support a strong client experience across the lifecycle
- Complete follow-ups to remove blockers, confirm next steps, and maintain momentum through activation
- Partner with internal teams to address client needs, resolve issues, and support business initiatives
- Document and track client interactions, onboarding activities, service requests, and implementation progress in accordance with procedures and service standards
- Follow risk management practices and applicable regulatory requirements during client support and servicing
- Identify complex issues and escalate through appropriate channels, providing clear context and documentation
Required qualifications, capabilities and skills
- 1 year of experience in payroll support, client service, banking, cash management, treasury services, or a related business area
- Basic knowledge of payroll processes and/or financial products and services
- Strong verbal and written communication skills, including the ability to explain steps and requirements clearly
- Ability to manage multiple priorities while following established procedures and service expectations
- Proficiency navigating multiple systems and maintaining accurate, timely documentation of client interactions
Preferred qualifications, capabilities and skills
- Experience supporting small business clients
- Experience supporting onboarding and implementation for a product or service
- Demonstrated ability to build productive relationships with clients and internal partners
- Strong organizational and time management skills
- Demonstrated professionalism, sound judgment, and attention to detail
- Ability to adapt to changing priorities and support new initiatives