Payroll Assistant II

Business Unit: BU Human Resources

Department: DEP Payroll

Division: DIV HR Ops, Total Rewards

Work Location: Honda Heritage Center

Shift: 1stWorkstyle: Remote Eligible up to 20%

Career Level: 2

Job Grade: Non-Exempt-5 (NE5)

Job Purpose: The Payroll Support Specialist serves as the first point of contact for payroll-related inquiries and support requests from associates, managers, Human Resources, and external parties. This role provides excellent customer service, resolves Tier 1 payroll inquiries, completes employment and income verification requests, researches legal and documentation requests, and dispatches cases to Payroll Operations, Payroll Tax, or Time & Labor for timely resolution within established service level agreements. Key Accountabilities Payroll Customer Service & Tier 1 Case Resolution • Serve as the first point of contact for payroll-related inquiries submitted through HRConnect, email, phone, or other service channels • Resolve Tier 1 payroll questions related to pay, deductions, direct deposit, taxes, timekeeping, payroll calendars, and general payroll processes • Provide professional, accurate, and customer-focused communication to associates, managers, HR partners, and external requestors • Document case activity, research steps, outcomes, and customer communicationsclearly and consistently • Escalate sensitive, urgent, or complex issues to appropriate payroll teams orleadership Case Intake, Triage & Dispatch • Review, categorize, prioritize, and route payroll-related cases to Payroll Operations, Payroll Tax, or Time & Labor based on issue type and required expertise. • Monitor case queues to support service level agreement adherence and timely follow-up • Identify missing information and request additional details needed to supportresolution • Partner with payroll workstreams to ensure cases are routed accurately and closedwith appropriate documentation • Identify recurring routing issues and recommend improvements to case categories, intake forms, and knowledge articles. Employment Verifications, Legal Requests & Administrative Support • Complete verification of employment and income requests in accordance withcompany policy and confidentiality requirements • Research and support legal requests, subpoenas, garnishment inquiries, unemployment surveys, and payroll record requests as assigned • Maintain accurate payroll support documentation and ensure sensitive information ishandled with discretion • Coordinate with Payroll Operations, Payroll Tax, HR, Legal, or other teams whenadditional review is required. Knowledge Management & Continuous Improvement • Support creation and maintenance of payroll knowledge articles, service scripts, FAQs, and standard operating procedures. • Identify inquiry trends, customer experience concerns, and opportunities to improveservice delivery. • Participate in training, cross-training, and process improvement activities to strengthenpayroll support consistency Qualifications, Experience, and Skills Associate degree in Business, Human Resources, Accounting, Finance, or related field preferred ▪ Equivalent combination of education and relevant experience may be considered. Minimum Experience ▪ One to three years of customer service, payroll support, HR shared services, humanresources, timekeeping, or related administrative experience. ▪ Experience using case management, ticketing, payroll, or timekeeping systemspreferred. ▪ Experience in handling confidential employee information and service levelexpectations preferred. What differentiates Honda and make us an employer of choice?