HR Representative - Payroll

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Summary

The Payroll Specialist serves as the first point of contact for payroll-related inquiries within the HR Shared Services organization. This role is responsible for receiving, investigating, and resolving payroll cases whenever possible at Tier 1, while ensuring more complex issues are accurately documented and escalated to Payroll Specialists or other subject matter experts when needed.

Working in a high-volume HR Shared Services environment, the Payroll Specialist provides support through case management systems and acts as the primary intake and triage point for payroll inquiries. The role requires strong knowledge of payroll processes, excellent customer service skills, and the ability to work effectively across HR, Payroll, and local business stakeholders.

This position is expected to resolve as many payroll inquiries as possible at Tier 1 through effective case investigation, knowledge utilization, and payroll expertise, reducing unnecessary escalations to Payroll Specialists.

Primary Responsibilities

• Serve as the first point of contact for employee and manager payroll inquiries
• Own and manage payroll-related cases from intake through resolution or escalation
• Resolve payroll questions and transactions that can be handled within Tier 1 scope
• Gather required information and perform initial investigation before escalating payroll cases
• Ensure escalated payroll cases are complete, accurate, and routed to the appropriate specialist team
• Respond to requests received through case management system
• Create and maintain case records for all payroll inquiries
• Assist employees in understanding payroll processes, pay statements, deductions, tax documents, direct deposit changes, and payroll-related policies
• Utilize knowledge articles, payroll procedures, and system documentation to resolve inquiries
• Monitor payroll case queues to ensure timely assignment, follow-up, and closure
• Identify recurring payroll issues and provide feedback for process improvements and knowledge updates
• Partner closely with Payroll, HR Shared Services, HR Business Partners, and other stakeholders to support issue resolution
• Maintain employee privacy, confidentiality, and compliance with all payroll and data protection requirements
• Prioritize workload effectively to meet service level agreements and payroll deadlines
• Contribute to continuous improvement initiatives related to payroll services, knowledge management, and employee experience

Qualifications

• Minimum 2 years of payroll operations experience required
• 3 or more years of payroll operations or payroll shared services experience preferred
• Experience in Shared Services, payroll operations, HR operations, Customer Service, or Call Center environment
• Working knowledge of payroll processes, payroll regulations, earnings and deductions, tax documentation, and payroll systems
• Experience using HR and payroll technologies such as Workday, ServiceNow, ADP, SAP, or similar platforms
• Strong investigative, problem-solving, and critical thinking skills
• Strong oral and written communication skills
• High attention to detail and ability to manage multiple priorities simultaneously
• Proficiency with Microsoft Office tools, particularly Excel
• Ability to exercise sound judgment regarding case resolution versus escalation
• Experience supporting employees in a global environment preferred
• Multilingual capabilities are a plus, English is a must

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.