Department: Global Compensation, Pay Support, Executive Coordinator Branch (CGFS/GC/PPR/EC)

Position: Payroll Customer Advocate

Job Details:
Global Compensation Overview: Global Compensation provides compensation services to U.S. Foreign Service employees, Department of State Civil Service employees and Locally Employed (LE) staff. They provide both American and LE Staff payroll services for U.S. Agencies Overseas and Annuity services for Foreign Service Retirees. With locations in Charleston, South Carolina and Bangkok, Thailand, Global Compensation manages one of the most complex compensation environments in the world, providing compensation services in 180 countries and 140 currencies. Services include time and attendance, payroll, annuity payments, customer support, withholding, benefits, record keeping and reporting for our employees working domestically and overseas at our Embassies and Missions. Global Compensation’s primary goal is to provide world-class compensation services to its customers. The contractor shall perform these services under Melissa Montana, Director (Acting) and Tammy Walch, Supervisor, Executive Coordinator and Pay Intake, Global Compensation.

The U.S. Department of State (DoS), The Bureau of the Comptroller and Global Financial Services, Charleston has a requirement for a Compensation Analyst in the Executive Coordinator Division. The Executive Coordinator Branch supports and manages payroll related issues/escalations (regular and priority) and small projects while working with and maintaining relationships between the pay floor, post, HR, and servicing the needs of customers.

Minimum/General Requirements:

• A four-year degree from an accredited college or university in the area of financial management, business administration or a combination of courses and related experience is required and at least two years of relevant work experience is required. Experience in DoS financial management is highly desired.
• Personnel shall possess superior multi-tasking, customer service, organizational, oral, and written communication skills, as well as a strong attention to detail.
• Requires intermediate experience with computer-based applications to include MS Office Suite (Excel, Outlook and Word).
• Experience working in a fast-paced call center or helpdesk environment is required

Functional Responsibility:

• Provide resolution to escalated customers via phone and e-mail (An escalation occurs during any of the following scenarios: Payroll Customer Support (PCS) has an irate customer that requires assistance to resolve a payroll issue; PCS has a case that needs to be resolved and closed in a timely manner because the action has been open in the Document Imagining System (DIS) for an extended amount of time, or the payroll issue requires a more complex knowledge of the payroll system.
• Research and resolve complex payroll issues (ticket escalations) for Payroll Customer Support.
• Supports and provides feedback for priority escalation cases to upper management daily.
• Provides PCS direct feedback after ticket resolution.
• Review, research, and monitor escalations to full resolution.
• Document records clearly and efficiently.
• Process Level 2’s due to non-payment, over payment, under payment.
• Creates and tracks customer calls transcript log on AMPAY Executive Coordinator Dashboard

Software Systems Utilized:
CAPPS (Consolidated American Personnel & Payroll System), Report. Web, Microsoft 2007 and 2010, GFS Knowledge Base, GEMS (Government Employee Management System), DIS (Document Imaging System) other software systems required to complete the job.

Period of Performance:
The contractor is expected to work an 8 hour shift between the hours of 6:15 am - 6:00 pm (Core working hours are 9:00 am -3:00 pm.) The contractors Work Schedule will be defined based on the work requirements of Global Compensation, Pay Intake Office. The Contractor has a non-compensated, 45-minute lunch Monday through Friday (between the hours of 11-2), excluding federal holidays observed at the government site. Performance under this task order may require work in excess of the normal forty-hour work week to include weekends as the workload requires it. Work performed in excess of 40 hours may be scheduled or unscheduled work and must be authorized by your Project Manager and DoS Management

Security Requirements:
All personnel provided under this task order must be able to either possess or obtain a government security clearance at a “SECRET”.

Formal Job-Specific Training Requirements:
GFS10 – Reading and Understanding Fiscal Data

Haynes Benefits 
Haynes offers a robust benefits package to include 11 paid Federal Holidays, medical/dental/vision, life insurance, accrued leave, 401K (matching), tuition reimbursement, free professional development & training program with 9000+ courses and much more. We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance! 
 
Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment. 
 
This position is for support of a government contract, which requires that all employees be fully vaccinated for COVID before beginning work or qualify for an exemption.