PEO Customer Success Specialist, Broker Partners
Niural · New York City · $60,000–$80,000 (stated in the posting)
About Niural
Niural is a modern global payroll platform that offers US Payroll, US PEO, Global EOR, Global Payroll, and Global Contractor management in a single unified platform powered by AI. Our next gen HR and payroll platform provides a net new experience for small to large clients with its own payroll tax engine and modern payment rails. We are committed to redefining how companies operate in a new era of AI, creating truly global solutions that empower businesses to thrive in the digital economy. We offer a collaborative, inclusive, and growth oriented work environment.
Overview
We are seeking a detail oriented and customer focused PEO Customer Success Specialist with at least 2 years of experience to serve as the primary contact for PEO clients who come to Niural through our broker partners. This role is dedicated to our broker partner book and bridges payroll and benefits with exceptional customer service, ensuring client satisfaction, timely issue resolution, and smooth communication between clients, their brokers, and internal teams. CPP or FPC certification preferred.
Key Responsibilities
Serve as the main point of contact for PEO clients serviced through broker partners, providing exceptional customer service and support
Build and maintain strong relationships with both clients and their brokers
Coordinate with brokers on client needs, escalations, renewals, and open enrollment, keeping them informed while respecting the client relationship
Respond to and resolve client and broker inquiries related to payroll, taxes, and benefits in a timely and professional manner
Assist client employees with payroll and benefits related questions, including eligibility, enrollment, and qualifying life event changes
Review benefit deductions on payroll for accuracy and work with the benefits team to resolve discrepancies
Collaborate closely with internal teams (such as payroll operations, benefits, implementation, engineering, and sales) to investigate and resolve client issues efficiently
Maintain accurate client records, document client and broker interactions, and ensure compliance with internal processes and payroll regulations
Suggest workflow improvements to enhance accuracy, efficiency, and the client and broker experience. Work with engineering to provide feedback on client pain points and product improvements
Monitor payroll deadlines
Review and audit payroll data for accuracy
Audit monthly client payroll invoices
Help build and maintain internal knowledge bases, FAQs, or client and broker resources
Support clients and brokers during annual open enrollment
Process and report new hires to the appropriate state agencies
Monitor client tax setups and add new states to client accounts when applicable
Assist payroll operations with special projects as needed
About You
You'll thrive in this role if:
You're detail oriented with strong organizational skills
You provide high quality customer service and build strong relationships with clients and brokers
You understand how the broker relationship works and how to balance client and broker expectations
You can confidently explain benefits concepts to clients and employees
You communicate clearly and professionally across teams, with clients, and with brokers
You proactively identify issues and collaborate to resolve them
You are comfortable managing multiple responsibilities in a fast paced environment
Requirements
At least 2 years of PEO payroll experience
Experience supporting clients sold or serviced through benefits brokers or a PEO broker channel
Strong understanding of payroll processes, tax compliance, and benefits administration
Working knowledge of employee benefits, including medical, dental, vision, life, FSA, HSA, 401(k), and COBRA
Understanding of open enrollment, eligibility rules, qualifying life events, and pretax versus post tax deductions
Experience handling client and broker inquiries related to payroll and benefits
CPP or FPC certification preferred
Experience with US and Canada payroll processing preferred
Ability to audit payroll data with strong attention to detail
Compensation
$60K to $80K
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