OneSource Virtual

• Provide full end-to-end payroll processing support for OSV’s Managed Payroll customers • Manage multiple customers with various deadlines in a fast-paced work environment • Support Workday payroll configuration and year-end support • Act as named Specialist for Managed Payroll and Payroll Administrative customers • Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels • Troubleshoot quarter and year-end audit reports and make recommendations to customers

• Analyzing quality data • Identifying trends • Supporting quality improvement initiatives • Ensuring processes meet established quality standards • Focus on data-driven quality assessment • Performing root cause analysis • Collaborating with cross-functional teams to optimize quality

• Lead renewals strategy for customers in the Renewals Manager’s book of business • Partner with and support Customer Success to close renewals in a timely manner • Provide guidance on renewal strategy to maximize value-based renewal pricing • Work with internal resources to develop comprehensive strategies to retain renewals • Prepare proposals, including renewal rate calculations and contract preparation • Verify contracts, review terms and conditions • Negotiate contract length and additional terms including annual percentage increases • Respond to questions from customers related to commercial terms of renewal • Review, analyze, interpret, and reconcile agreements to maintain accurate data and reporting • Utilize Salesforce to communicate status of renewal status • Participate in regular forecasting meetings to report on renewal rate and terms • Prepare reports and dashboards outlining renewal KPI’s • Commit to continuous improvement and strive to master and maintain knowledge of OSV solutions and services

• Support queue management and workload balancing • Provide escalation assistance for cases • Review cases for quality assurance • Assist team members with report review and resolution • Provide outstanding tax service support to customers • Meet deadlines for reports and data inquiries • Train team members as a subject matter expert • Collaborate with tax services department

• Responsible for review and set-up for all garnishment orders including preparation of orders and correspondence for scanning. • Maintain garnishment rules in payroll system including research and testing with Sr. Payroll Systems Support Specialist. • Write, review and process reports to automate answer letters and interrogatory responses. • Maintain garnishment screens by entering applicable start and stop dates for each order in a timely manner. • Answer and resolve payroll and garnishment questions to provide accurate information to courts, agencies, and employees. • Interact with various departments within and outside the company to answer questions and resolve issues.

• Proactively monitor assigned federal, state, and local taxing authorities for payroll tax regulatory changes • Research and analyze routine regulatory updates to assess their nature, scope, and impact on the company's payroll tax software product • Develop and maintain working relationships with contacts at assigned federal, state, and local taxing agencies • Document agency requirements for payroll tax filings, payments, and reporting clearly and accurately • Identify regulatory updates requiring stakeholder communication • Contribute to process improvement initiatives, documentation standards, and requirements quality initiatives

• Assist with the design and development of comprehensive shared service programs, including defining business requirements, defining milestones, and success criteria. • Manage all aspects of the Shared Services Projects, including communication management, change management, user acceptance testing, risk management, and project reporting. • In cooperation with OSV’s Learning and Development team, develop training materials, documentation, and resources to support initiatives, ensuring that all materials are accurate, engaging, and effectively communicate critical concepts. • Coordinate and facilitate training sessions, workshops, and webinars for internal Shared Services teams, providing guidance on best practices, processes, and tools. • Establish mechanisms to assess program effectiveness, solicit feedback from stakeholders, and adjust as needed to improve outcomes. • Work closely with various teams within OSV to align programs with overall business goals and strategies. • Ability to manage, configure, and optimize project management software to support project teams in planning, executing, and tracking projects efficiently. • Ability to systematically identify, analyze, and enhance processes, products, or services over time to achieve better performance, efficiency, and quality.

• Act as the first point of contact for customer support, handling ticket triage and routing • Create and manage Workday user accounts, including username and password setup • Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation) • Generate and analyze OSV reports for auditing customer tenant access • Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues • Support internal customer security administration for support and services teams • Follow security policies and standard operating procedures, including login and password communications • Identify and resolve data or configuration issues; investigate trends and anomalies • Suggest and implement improvements to better support customers and internal processes • Collaborate with cross-functional teams to meet customer expectations • Maintain professional communication and adhere to case management guidelines • Participate in team activities and contribute positively to team culture • Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables • Demonstrate adaptability in managing shifting priorities and workloads

• Engage with customers & deployment partners to understand, define requirements & guide the customer through the implementation process for OSV tax services • Configuring TaxEx application in accordance with customer requirements • Identify and analyze Tax needs and data requirements • Work with customer to identify/resolve all issues that could impact project scope or delivery of service • Lead the Tax implementation process from start to finish • Consulting with customers on data integrity issues • Conduct check points with customer for timely delivery of tax service & any outstanding project documents • Be comfortable in conducting customer calls in a clear & concise manner • Ensure customer projects are planned & properly monitored

Role Description The Garnishment Support Advisor is the expert-level support role within the Garnishment Center of Excellence (COE). This position provides advanced technical, regulatory, and operational guidance to both internal teams and external customers. The Advisor owns complex escalations, agency coordination, onboarding audits, regulatory reporting, and specialized billable services that fall outside the standard production workflow. Responsibilities - Manage high-priority and sensitive escalations (judgments, show cause notices, hearing demands, court-ordered corrections), coordinating across agencies, courts, Legal, Accounting, Customer Support, and Garnishment Specialists to drive resolution. - Serve as the escalation SME for complex or ambiguous garnishment scenarios, providing technical and regulatory guidance to Specialists and Processors. - Act as the dedicated operational liaison during customer onboarding, offboarding, acquisitions, and business changes, including entering or uploading garnishment orders and correcting customer-created orders within the appropriate billing structure. - Conduct onboarding audits for accuracy, completeness, and proper configuration; provide early-cycle guidance to new Workday customers to prevent downstream errors. - Own EIWO enrollment and unenrollment throughout the customer lifecycle and manage lump sum reporting for support orders. - Own the end-to-end lifecycle of Deduct and Hold (D&H) audits and stale-dated check audits, including agency validation and initiating reissue or refund workflows. - Ensure compliance with state and federal regulations across all reporting activities, including weekly Minnesota Levy reporting (data validation and agency submission). - Track audit findings to identify systemic issues and drive process improvements across Garnishment Operations. - Maintain detailed records and deliver clear customer-facing audit summaries. - Support root-cause analysis efforts and contribute to internal documentation, playbooks, SOPs, and Knowledge Library content. - Provide troubleshooting support for advanced Workday configuration issues and participate in continuous improvement initiatives. Qualifications - High School diploma or equivalent; Associate's or Bachelor's degree preferred. - Minimum of 3 years of experience in garnishment operations, payroll services, or agency coordination. - Strong knowledge of garnishment regulations and order lifecycles. - Experience with Workday or similar HCM/payroll systems. - Proficient use of Microsoft Office including Excel, Outlook, and Word. - 5+ years of experience in garnishment operations for Level 2 and Level 3 consideration (preferred). - Experience with Workday configuration and testing (preferred). - Prior experience in compliance, agency relations, or audit management (preferred). - Familiarity with Salesforce, EIWO portals, and state agency reporting systems (preferred). - Experience supporting complex customers, escalations, or regulatory workflows (preferred). Benefits - Encouragement to learn and share ideas. - Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work. - Values-based culture, upward mobility, and professional development opportunities.