Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

• Research penalty & interest cases to determine root cause.
• Document fact-finding details and timelines to support recommendation for resolution, including customer and/or UKG financial responsibility.
• Collaborate, engage, and build partnerships with cross-functional teams to gather additional information and facts needed to determine root cause.
• Present clear and concise penalty & interest case updates needing approval to senior leaders.
• Engage with directly customers verbally and in writing to provide an explanation of findings, decision, and/or case updates.
• Create and build a network of agency connections to assist with negotiating, recovering, and abating penalty & interest fees to reduce financial risk.
• Submit waiver and/or abatement letters to agency to recover fees on the behalf of customers.
• Lead and actively participate in meetings to share updates, obtain approval, and promote dialogue of other participants.
• Act as a Subject Matter Expert (SME) for Risk cases, leveraging your expertise to guide and support both customers, team members and internal partners.
• Contribute to the penalty & interest development and enhancement of internal training, ensuring resources and process are up to date, informative, and engaging.
• Track and update penalty & interest cases in Smartsheet to monitor trends and make recommendations for process improvements, training, and system enhancements.
• Stay updated on industry trends, customer feedback, and emerging technologies to continuously improve service delivery.
• Contribute internally to the UKG Team to share knowledge and best practices; contribute to internal projects and initiatives; serve as a Subject Matter Expert (SME) for technical or process knowledge.

• Previous experience in customer support or related roles with a focus on providing exceptional service and building strong customer relationships.
• Proven advanced tax filing knowledge, penalty & interest fees and understanding of the abatement process.

• Proven track record of successfully recovering fees from reporting agencies.
• Bachelor's degree in a relevant field or equivalent experience.
• Strong understanding of Federal, State, and Local agency knowledge, portals, and sites.
• Excellent communication skills, both verbal and written, with the ability to present information clearly and concisely, along with modifying the message based on the audience.
• Ability to effectively negotiate.
• Proven ability to work in a fast-paced environment, handling multiple tasks and priorities simultaneously.
• Familiarity with Payment Services or related experience is a plus.
• Passion for customer satisfaction and a genuine desire to exceed customer expectations.