Payroll Onboarding Specialist

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