.Job FunctionsHandle inbound cases from the Company's multi-region employees covering a broad range of payroll questions and issues for initial contact - possess first level knowledge of topics and can identify when to escalate.Educate employees on policies, programs, and processes related to payroll questions/issues. Assist with reporting, process review, data reviews and other internal and/or cross-functional projects. Assist in project work when necessary.Make suggestions on and assist with deploying process improvement opportunities.Utilize applicable systems and tools (Service Now, Knowledge base,FAQ,Workday, People Soft) to access specific Payroll related information to provide detailed explanations.Provide guidance to employees on how to access information directly through employee self-service tools and knowledge base site.Explain employee payroll programs and plan eligibility to a pre-defined depth.Possess ability to sufficiently resolve first-level inquiries to meet Nissan employee's needs.Open appropriate cases as necessary and escalate requests requiring in-depth analysis or can answer expertise of Tier 2. Review employee/participants and company plan related materials to stay current with company related payroll benefits, HR and other related programs and topics when is the case.Deliver on Case Management Deliverables and other KPIs through appropriate triage of inbound case load.Employee Customer Service Pay-slip deliver for Union Employees, and support with electronic Pay-slip issues Food/Fuel Coupon cards Deliver and process handling for Employees Documents reception of Alimony Pension / IMSS Notifications / Infonavit/ Maternity allowance / Life insurance Beneficiaries Union Employees Payroll card deliver Employee Termination Document Handling Employee Disabilities documents reception ST7 Risk documentation reception ATM Facility SupportMinimum Job QualificationsAbility to handle confidential and sensitive information with tact and discretion.Ability to identify process improvements and escalate solutions.Ability to absorb and interpret complex information.Strong customer service orientation.Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.Display sound judgment, empathy, understanding and patience.Prior experience in a Payroll, Administrative, HR function, or a call center or collections environment.Organized, dependable, flexible, and motivated.**Experience**:1-2 years combined customer service, Payroll (preferably in a call center environment) and/or HR experience.**Education**:Bachelors or 5 years of college or equivalent (Accountant, Administrative, Human Resources, Business, Industrial Engineer or related field preferred)**Computer Skills**:Thorough knowledge of information and web based systems from a functional perspective. Must be proficient in using Microsoft office products such as Excel, Word, outlook