Contact Center Analyst, Hourly Support 4, Payroll - Lakeland (Finance)

Responsibilities include:

• serving as the first point of contact for the resolution of payroll related inquiries from current and former associates, external customers, Time Administrators, and Retail and Support Management.


• managing the printing and distribution of physical payroll checks, which includes adhering to Sarbanes-Oxley (SOX) compliance guidelines for printing checks as well as ensuring proper distribution of the physical checks.


• timely and accurate responses to payroll information requests from current and former associates.


• analyzing hourly work time and rest breaks of minor associates in all operating states for violations of FLSA standards and child labor laws and adults in TN & KY based on state laws.


• analyzing various weekly reports to ensure compliance with policies which may directly impact an associates pay.

• Associate's degree in Finance, Accounting, or a business-related field, or equivalent experience


• 2 years call center or 3 years customer service experience


• ability and willingness to adjust one's style or approach in response to differing circumstances or to work in ambiguous situations


• work effectively without close supervision or guidance


• Self-direct work activities and take action on tasks without direction from a supervisor; ability to undertake new tasks as work is completed without being told to do so; ability to use the resources available to complete a task; proactively following through on tasks to ensure appropriate progress is made and the task is completed


• ability to work productively and effectively when faced with stressful work situations and time pressures


• ability to manage time so that the priority of the activities determines the timing and amount of attention they receive


• ability to perform arithmetic computations such as addition, subtraction, multiplication, and division correctly using whole numbers, fractions, decimals, and percentages


• attend to and verify the accuracy and completeness of detailed information in documents or on the computer, such as prices, quantity, weights, lists or data


• ability to develop and maintain professional, trusting, positive, and productive working relationships with associates, managers, customers, and vendors


• ability to create an environment in which a positive and professional service orientation is evident to internal customers


• ability to use “active listening” techniques to ensure the understanding of information provided by the speaker, and display interest in the topic discussed


• Verbal and written communication skills


• Basic knowledge of Microsoft Word, Excel, PowerPoint, and Access


• Basic knowledge of SAP


• Basic Knowledge of FETCH, Oasis, MSS, Kronos/ Dart

• Bachelor's degree in Finance, Accounting, or a business-related field


• 1 year experience in a role interpreting and applying Paid Time Off Benefits


• 3 years call center experience


• 4 years customer service experience


• Fundamental Payroll Certification (FPC)


• Bilingual – Spanish (speaking, writing, reading)

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost


• An opportunity to purchase additional shares of our privately-held stock


• 401(k) retirement savings plan


• Group health, dental and vision plans


• Paid Parental Leave


• Short- and long-term disability insurance


• Tuition reimbursement


• Free hot lunches (buffet-style) at facilities with a cafeteria


• Visit our website to see all of our benefits: Benefits - Jobs (publix.com)