It’s About Payroll By cover art

It’s About Payroll

By: Brian & Walter
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  • Summary

  • Brian Escobar and Walter William Duncan III are the hosts of It’s About Payroll. Collectively, they have over 4 decades of experience in the payroll industry. This podcast was created with the intent to share their knowledge and attracting new talent to the payroll industry. You can access their LinkedIn profiles. https://www.linkedin.com/mwlite/in/escobarbrian https://www.linkedin.com/mwlite/in/william-duncan-477051187
    Brian & Walter
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Episodes
  • Lost Tapes Episode 13 - Customer Service

    Lost Tapes Episode 13 - Customer Service
    May 20 2024

    Mastering Customer Service in Payroll: Insights and Strategies

    This podcast episode features hosts Brian Escobar and Walter William Duncan II discussing the importance of customer service in payroll and HR. The episode focuses on identifying and rectifying bad examples of customer service, emphasizing communication breakdowns, inefficient issue resolution, lack of accessibility, inadequate training, and ignoring employee feedback as core areas of concern. The hosts share personal anecdotes and stress the necessity of a customer-centric approach, continuous training for payroll professionals, proactive feedback gathering, and prioritizing the employee experience. Additionally, they introduce TimeTrack Go, a time clock software solution, highlighting its compatibility with QuickBooks and its potential to streamline payroll processes. The conversation concludes with reflections on the impact of poor customer service on emotions like frustration, anger, disappointment, stress, and helplessness, advocating for empathy, effective communication, and transparency in payroll operations.

    00:00 Welcome to the Payroll Podcast!
    00:44 Diving Into Customer Service Conversations
    01:15 A Floridian's Cold Weather Tales
    03:12 Exploring Bad Customer Service in Payroll
    05:35 Improving Payroll Customer Service: Strategies and Solutions
    15:35 The Emotional Impact of Poor Customer Service
    17:05 Navigating Customer Service Challenges
    17:47 The High Stakes of Payroll Services
    19:01 Dealing with Irate Customers: Strategies and Stories
    20:49 The Emotional Impact of Poor Customer Service
    24:59 Leadership and Customer Service: A Manager's Perspective
    27:58 Closing Thoughts on Customer Service Excellence
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    36 mins
  • Payroll Conversations with Amy Travis

    Payroll Conversations with Amy Travis
    May 12 2024
    Empathy in Payroll: A Conversation with Amy Travis This episode of 'It's About Payroll', hosted by Brian Escobar and Walter William Duncan II, delves into the significance of empathy in the payroll profession. The hosts share their personal journeys and growth towards understanding and advocating for empathy in the workplace. Special guest, Amy Travis, CPP and soon-to-be president of the Greater Atlantic Payroll Association, shares her unique entry into the payroll field, starting from buttering garlic bread to ascending into leadership. She emphasizes the importance of empathy, especially in leadership positions, to foster a supportive and efficient team environment that enhances both employee satisfaction and performance. The episode also covers potential dangers of modern technologies like AI and the necessity of continuous vigilance against payroll fraud. Additionally, a discussion on the impact of company culture on payroll departments, whether they fall under finance or HR, is explored, highlighting the evolving focus on the human element in HR. Amy Travis' story of perseverance and her emphasis on the importance of empathy in payroll make for an enlightening conversation. 00:00 Introduction to the Payroll Podcast00:30 Celebrating Milestones and Personal Growth01:34 Special Guest Announcement: Amy Travis02:07 Deep Dive into Empathy and Personal Evolution02:57 Payroll News Segment: Tackling Payroll Fraud11:49 Exploring Technological Solutions to Prevent Fraud19:10 Guest Spotlight: Amy Travis's Payroll Journey22:15 Choosing a Career Path: Payroll or Dental Assistant?22:44 The Professionalism and Planning Behind the Scenes23:56 Empathy in Payroll: A Deep Dive25:49 Building an Empathetic Team: Strategies and Successes26:46 The Ripple Effect of Empathy in the Workplace27:33 The Importance of Employee Experience in Today's Workforce29:05 Navigating the Current Job Market: Insights and Advice39:25 Exploring the Role of Empathy in Payroll Careers43:39 Why We Love Payroll: A Personal Insight45:01 Closing Remarks and Community Engagement Link: https://www.timetrakgo.com/signmeup?utm_source=SMB24&utm_medium=IAP&utm_id=SBM24 WALT https://tax.thomsonreuters.com/news/payroll-fraud-in-the-news-types-of-fraud-and-how-to-prevent-it/#:~:text=A%20recent%20report%20released%20by,loss%20of%20$2%2C800%20per%20month Key Points from the Article: 1. **Prevalence of Payroll Fraud**: Association of Certified Fraud Examiners (ACFE) revealed that Payroll fraud makes up 15% of all occupational fraud schemes in the United States and Canada. It often goes undetected for an average of 18 months, resulting in an average loss of $2,800 per month. 2. **Industries Affected**: While no industry is immune, payroll fraud is most common in the construction industry and in government and public administration. 3. **Common Types of Payroll Fraud**: - Payroll diversion through phishing tactics. - Ghost employees, where non-existent employees receive wages accessed by fraudsters. - Overpayment schemes, such as inflating overtime payments. - Embezzling withholding, involving pocketing legitimate withholdings from wages. - Expense reimbursement fraud, including padding expenses or submitting fictitious expenses. 4. **Prevention Strategies**: - Educating employees about phishing threats. - Implementing two-factor authentication. - Segregation of duties in employee onboarding and termination. - Running exception reports to detect unusual patterns. - Requiring original receipts for expense reimbursement. 5. **Future of Technology Solutions**: - The use of AI and machine learning for fraud detection is expected to nearly triple over the next two years. - Despite technological advancements, vigilance remains crucial as technology can both enable and prevent fraud. 6. **Ongoing Vigilance**: Employers and accounting professionals should remain vigilant even with technological solutions, as new tools for perpetuating fraud can emerge alongside advancements in technology. BRIAN Pay News Updates! https://www.businesswire.com/news/home/20240423366537/en/Frost-Bank-Improves-Customer-Experience-with-Atomic-Direct-Deposit-Switch Direct deposit switching (DDS) is a mobile banking feature that allows customers to send their direct deposits to a new bank account or debit card without leaving their banking app.
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    45 mins
  • Earned Wage Access with Aaron and Chris from Payactiv

    Earned Wage Access with Aaron and Chris from Payactiv
    May 5 2024

    Earned Wage Access

    In this episode of the It's About Payroll podcast, hosts Brian and Walter delve deep into the topic of Earned Wage Access (EWA) with special guests Chris and Aaron. The conversation explores the stress finances can bring to individuals, the flexibility EWA offers, and its impact on employee wellness and engagement. Through personal stories and professional insights, the episode sheds light on the significance of EWA in today's workforce, its implementation, and the broader conversation around financial wellness.

    Financial Stress and Employee Wellness
    Introduction to Earned Wage Access
    The Impact of EWA on Employee Engagement
    Addressing Financial Wellness
    The Future of Earned Wage Access
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    58 mins
Economics
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