PEO Customer Success Specialist, Broker Partners

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

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