Research, analyze, and resolve complex federal, state, and local payroll tax notices within defined service level agreements. Perform detailed reconciliations of QTD and YTD wages and tax amounts (withheld, reported, and deposited) across quarterly and annual filings. Resolve SUI, SIT, PFML, Workers' Compensation, and Local Tax issues with focus on compliance integrity. Research and resolve payroll tax notices for multi-state tax entities. Initiate or receive customer calls as needed, to explain tax notice root cause and review steps UKG will take (or has taken) to resolve Handle escalated customer calls. Analyze rejected filings, agency discrepancies, rate variances, profiling errors, and deposit misapplications. Work directly with state and local tax agencies to resolve discrepancies, penalties, and interest assessments. Ensure 360-degree resolution of notices, with a focus on preventing recurrence. Demonstrate strong working knowledge of TPA and POA processes. Proactively mitigate penalties and interest through agency negotiation and corrective filings. Ensure complete case documentation and transparency in Salesforce. Agency, Customer and Stakeholder Engagement Communicate directly with state and local tax agencies to resolve discrepancies and negotiate compliant resolutions. Participating in agency, customer calls when required for complex or sensitive cases. Partner with internal teams to address upstream gaps contributing to notice generation. Provide subject matter guidance to internal stakeholders on payroll tax inquiries. Continuous improvement mindset Ability to influence customer satisfaction and operational outcomes Perform advanced payroll reconciliation and tax variance analysis. Utilize payroll tax filing systems and agency portals to identify and resolve compliance gaps. Leverage tools such as ADP Master Tax, Salesforce, Ultimate Tax Engine, and UKG Pro to perform end-to-end research and resolution. Reprioritize workload proactively to minimize liability exposure for customers and the organization. Quality, Reporting & Continuous Improvement Conduct internal & external quality reviews (minimum 10 cases per analyst) and provide structured feedback. Identify recurring themes contributing to notice generation. Ensure SOPs are reviewed, updated, and version-controlled quarterly. Act as a subject matter resource for Level 1-3 analysts on complex reconciliations and notice handling. Support creation and maintenance of training materials and reference guides. Identify recurring notice themes and contribute to root cause analysis efforts. Recommend process improvements to enhance compliance accuracy and reduce repeat notices. Support audit and compliance review activities as required. Operational Contributions Support leadership with productivity reporting, case trend analysis, and performance insights. Align with team leads on productivity benchmarks and quality thresholds. Present process improvement ideas and lead implementation of approved enhancements. Influence CSAT outcomes by ensuring proactive communication standards and resolution quality. Serve as backup to Team Leader as needed Bachelor's degree in business, Accounting, Commerce, or Finance from a recognized institution. Minimum of 5 Years of relevant experience in payroll tax research, compliance, or agency resolution. o Federal Payroll Tax o State Unemployment Insurance (SUI) o State Income Tax (SIT) o PFML (paid family medical leave) Ability to manage complex case portfolios independently. Working knowledge of payroll tax quarterly and annual reconciliations Analytical thinking and problem-solving Attention to detail and accuracy Stakeholder communication and negotiation Time management and prioritization
