Specialty Support Representative- Weston, FL Location

The Specialty Support Representative is responsible for overseeing and executing advanced operational tasks within the Payment Services organization, specifically for the Trust Operations Support team. The Trust Operations Support team is responsible for assisting customers when funding interferences occur, with the goal of ensuring payments can be made without delay. The Trust Operations Support team oversees funding activities for the tax, garnishment, and Employee Pay services. This role requires a high level of expertise and accountability for processes from start to finish. The representative will utilize multiple company-based systems to record, edit, and resolve complex issues, ensuring the efficient processing, collection, and servicing of all funding operations for multiple UKG services. Additionally, the representative will lead remediation efforts, facilitate escalated funding situations, and document all processes as appropriate.

Primary / Essential Duties and Key Responsibilities:
• Continue to successfully meet SPS II expectations
• Train and mentor SPS II roles and any new hires, assisting with their development.
• Design and write comprehensive and clear processes and procedures.
• Demonstrate advanced analysis and troubleshooting skills consistently.
• Facilitate best practice trainings for customers and internal partners.
• Independently resolve complex requests and case escalations.
• Take full accountability for processes from beginning to end.
• Adhere to department guidelines and audit controls to ensure SLA compliance.
• Manage set of customer accounts for exception processing.
• Coordinate multiple tasks and responsibilities simultaneously.
• Exercise sound judgment and decision-making skills in ambiguous situations.
• Exhibit strong problem-solving skills.
• Facilitate effective brainstorming sessions and gain buy-in from others.
• Lead process improvement initiatives across the department.

Basic Qualifications
• Business experience: 5+ years of operations/customer service-related experience
• Conduct knowledge transfer and cross-training.
• Collaboration: Drive influence with internal and external partners.
• Deep understanding of the business, able to provide quick analysis and lead process improvements across the department.
• Excellent verbal, written, and interpersonal skills.
• Judgment & Decision Making: Serve as the main point of contact for handling and troubleshooting high-risk cases/customer escalations.
• Intermediate to advanced Microsoft Office skills, including Microsoft Excel
• Planning & Organizing: Ability to navigate multiple applications and computer systems efficiently.
• Adaptability: Ability to prioritize work, meet deadlines, and achieve department-specific goals.Preferred Qualifications:
• 4+ years of Tax/Payroll/Banking experience.
• Experience working with payroll tax filing systems.
• Strong analytical skills.
• Ability to manage high-volume transactions.
• B.A/B.S Degree or equivalent work experience.
• Highly motivated and team oriented.
• Strong communication skills.
• Extremely detail-oriented with strong organizational and follow-up skills
• Excellent customer service skills.
• Excels in a fast-paced and evolving environment.
• Proven experience with managing multiple high priority deliverables
• Proven leadership abilities and experience in mentoring and developing team members.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

Equal Opportunity Employer

UKG is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

The pay range for this position is $20.00- $28.75 hourly, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers