Account Analyst

Company Description

PayFWDs combines personalized service with world-class technology to help clients streamline their payroll and HR processes. The organization works across multiple platforms to provide consultative support and match each client with solutions that fit their specific business needs. By focusing on efficiency, PayFWDs aims to strengthen positive employee cultures and improve operational performance. The company's approach aligns with all levels of its clients' organizations, from employees to executives, with an emphasis on measurable results and long-term partnerships.

Position Summary

The Account Analyst serves as the primary point of contact for assigned PayFWDs clients, providing ongoing support for payroll, HRIS, and workforce management solutions. This role is responsible for managing client payroll processes, maintaining system configurations, supporting data accuracy, and resolving client questions and issues in a timely and professional manner. The Account Analyst works closely with clients to help them effectively utilize PayFWDs' technology and services while ensuring a positive and consistent client experience.

Success in this role requires strong analytical skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. The Account Analyst collaborates with internal departments, including Operations, Tax, and Implementation, to support client needs, maintain compliance-related system settings, and ensure the accurate processing of payroll and workforce management functions. Through responsive service, effective communication, and a commitment to operational excellence, the Account Analyst plays a key role in supporting client satisfaction, retention, and long-term success.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Communicate professionally and effectively through phone, email, virtual meetings, and screen-sharing platforms.
• Build and maintain strong client relationships through proactive communication and support.
• Respond to client inquiries accurately and within established service expectations.
• Ensure clients are properly trained, self-sufficient, and processing payroll on schedule.
• Identify opportunities to introduce additional PayFWDs services that support the employee lifecycle.

Payroll Processing & Account Support

• Process payroll accurately and timely for assigned clients.
• Assist clients with payroll, HRIS, and timekeeping questions and issues.
• Complete company-level configuration updates including earnings, deductions, tax codes, and related payroll settings.
• Support client compliance with federal, state, and local payroll regulations.
• Ensure payroll and account balances are accurate and reconciled by quarter-end deadlines.
• Coordinate with the Tax Department regarding issues that may impact tax filings or compliance.

Issue Resolution & Client Success

• Utilize diagnostic and analytical skills to identify root causes of client issues.
• Research and independently resolve complex client concerns.
• Develop effective solutions while maintaining a high level of client satisfaction.
• Escalate issues appropriately when necessary and collaborate with internal teams for resolution.
• Maintain detailed documentation of client interactions, resolutions, and account updates.

Data Integrity & Compliance

• Maintain and audit company-level payroll data including earnings, deductions, taxes, banking, and system configurations.
• Ensure accuracy, consistency, and compliance across all client accounts.
• Follow operational policies, procedures, and standard practices.
• Support audit and reconciliation activities as required.
• Protect confidential client and company information in accordance with established policies.

Team Collaboration

• Partner with colleagues to promote team knowledge sharing, education, and service excellence.
• Collaborate with Operations, Tax, Implementation, and other internal departments to support client needs.
• Demonstrate accountability, integrity, professionalism, and a positive team-oriented attitude.
• Contribute to continuous improvement initiatives and operational efficiencies.

Qualifications

Required

• Minimum three (3) years of client service experience supporting payroll, HR, workforce management, or related solutions.
• Strong understanding of payroll processing, payroll taxes, HRIS systems, and Time & Labor Management (TLM).
• Excellent verbal and written communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to accuracy.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficiency with Microsoft Office Suite, Outlook, and web-based business applications.

Preferred

• Bachelor's degree in Business, Human Resources, Accounting, or a related field.
• SPHR, PHR, SHRM-CP, SHRM-SCP, FPC, CPP, or similar professional certification.
• Experience working with payroll service providers, HR technology, or workforce management platforms.
• Knowledge of federal, state, and local employment laws and payroll tax regulations.
• Experience with accounting software, time and attendance systems, and integrated HR solutions.
• Knowledge of pre-tax benefits, deferred compensation plans, and related compliance requirements.

Core Competencies

• Client Service Excellence
• Payroll & HRIS Expertise
• Communication & Relationship Building
• Problem Solving & Critical Thinking
• Accountability & Integrity
• Teamwork & Collaboration
• Organization & Time Management
• Adaptability & Continuous Learning

Work Environment

• This position operates in a hybrid work environment with responsibilities performed both remotely and in-office. Occasional travel for meetings, training, or client support may be required.