It’s About Payroll Brian & Walter

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 Conversations01:15 A Floridian's Cold Weather Tales03:12 Exploring Bad Customer Service in Payroll05:35 Improving Payroll Customer Service: Strategies and Solutions15:35 The Emotional Impact of Poor Customer Service17:05 Navigating Customer Service Challenges17:47 The High Stakes of Payroll Services19:01 Dealing with Irate Customers: Strategies and Stories20:49 The Emotional Impact of Poor Customer Service24:59 Leadership and Customer Service: A Manager's Perspective27:58 Closing Thoughts on Customer Service Excellence

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 Podcast
00:30 Celebrating Milestones and Personal Growth
01:34 Special Guest Announcement: Amy Travis
02:07 Deep Dive into Empathy and Personal Evolution
02:57 Payroll News Segment: Tackling Payroll Fraud
11:49 Exploring Technological Solutions to Prevent Fraud
19:10 Guest Spotlight: Amy Travis's Payroll Journey
22:15 Choosing a Career Path: Payroll or Dental Assistant?
22:44 The Professionalism and Planning Behind the Scenes
23:56 Empathy in Payroll: A Deep Dive
25:49 Building an Empathetic Team: Strategies and Successes
26:46 The Ripple Effect of Empathy in the Workplace
27:33 The Importance of Employee Experience in Today's Workforce
29:05 Navigating the Current Job Market: Insights and Advice
39:25 Exploring the Role of Empathy in Payroll Careers
43:39 Why We Love Payroll: A Personal Insight
45:01 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

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

IAP EP 109 - Bart: Revolutionizing Global Payroll

This episode dives deep into the world of payroll with our special guest, Bart Vanderstorm. From the early beginnings in the payroll industry to the intricacies of global payroll operations, Bart shares his vast experience and insights. We discuss the importance of courage, communication, and the role of payroll at the intersection of HR, finance, and operations. The conversation covers the challenges of system integrations, the value of direct communication, and the need for payroll professionals to advocate for change within their organizations. Listen in as we explore Bart's journey, his approach to simplifying payroll processes, and his vision for a more connected and efficient payroll industry.

 Introduction to Payroll Insights
 Bart Vanderstorm: A Global Payroll Visionary
 The Complexity and Dynamics of Payroll
 Payroll Trends and Data Insights
 Discussion with Bart Vanderstorm
 Bart's Payroll Origin Story and Philosophy
 The Future of Payroll and Closing Thoughts
Pay News Updates! 
WALT
https://adpemploymentreport.com/
 

Private payrolls: In March 2024, private payrolls increased by 184,000 jobs, which is the largest increase since July. This suggests that companies are willing to pay more for new hires.
Nonfarm payrolls: In March 2024, nonfarm payrolls increased by 200,000 jobs, after rising by 275,000 in February.
Unemployment rate: The unemployment rate is forecast to remain at 3.9%.
https://www.kgw.com/article/news/local/protest-salem-unresolved-payroll-system-problems/283-096c75dc-a2dd-4d83-9734-795e74838f7

Questions for Bart

What’s your payroll origin story?
Why did you stay in payroll?
You wrote a book…what inspired you? 
What did you want folks to take away?
In your opinion, what will the payroll industry look like in 5 years?  
This or That

Water or Coffee
Crepes or Stroopwafels (waffle cookies)
Hiking or Cycling
Plane or Train
Museum or Music
Learning or Teaching

Pay News Updates! 

BRIAN
https://www.inc.com/sarah-lynch-/your-workers-might-want-to-quit-in-2024-heres-why.html 

WALT
https://www.indeed.com/career-advice/career-development/certifications-in-demand#:~:text=Most%20industries%20have%20some%20form,prospects%20and%20new%20career%20opportunities. 

Most industries have some form of certification that will likely increase your chances of higher pay, better job prospects, and new career opportunities.
 Dive into IAP Episode 108 as hosts Brian Escobar and Walter William Duncan II chat with the esteemed Gerard Hall, known as 'that payroll guy'. This episode packs in discussions on their thrilling new project collaboration, insights on navigating the payroll industry, and the vitality of mentorship and positivity in professional growth. Don't miss their engaging 'This or That' game with Gerard to cap off an episode filled with laughter, valuable advice, and heartfelt stories. Tune in to explore the intersections of payroll, culture, and career development like never before. #IAPodcast #PayrollTalk #CareerGrowth #ProfessionalMentorship

Pay News Updates! WALT https://www.cnn.com/2024/04/11/business/california-minimum-wage-fast-food-kiosks/index.html California has raised the minimum wage for fast food sector workers by $4 to $20, prompting concerns about potential job losses to technology like self-service kiosks. Experts suggest that while some businesses may turn to automation to offset higher labor costs, the trend of automation in the services industry, particularly in restaurants, has been ongoing. Automation in the quick-service restaurant space includes technologies like auto-refill and automated frying machines. Higher wages could incentivize fast food owners to automate, as it could help attract workers in an industry still recovering from pandemic-related employment challenges. The new wage law in California, effective from April 1, applies to restaurant chains with more than 60 nationwide locations and establishes a fast food council to oversee wage adjustments and worker safety standards.Self-service kiosks have become increasingly common in large fast food chains like Panera Bread, McDonald's, Shake Shack, Burger King, and Chick-Fil-A, with benefits including larger and more profitable orders and improved customer experience. While customer preference for autonomous ordering exists, the minimum wage increase in California is expected to accelerate technology adoption in the industry. Some franchise owners, like Harsh Ghai, are rapidly implementing self-service kiosks and AI-powered drive-thru ordering to cope with higher labor costs, aiming for full.Despite efforts to avoid layoffs, the implementation of technology is seen as necessary to maintain profitability amidst rising labor costs and customer resistance to price increases. The California Restaurant Association acknowledges the impact of the minimum wage hike, with some operators already closing or scaling back operations in response.BRIAN
https://www.yourerie.com/news/crime/unknown-person-attempted-to-steal-paycheck-of-employee-psp/amp/Be Careful out there !


Season 8 Review/Takeaways
WALTGuests - Sarah, NovHospital Cyber Attack100th EpisodeBRIANJodi, Max, Brad, Jeremy, Crazy Eddie Season 9 — Looking forward to working with Gerard Hall, Bart Van der Storm.
safe Talk - Should fast food workers make $20 an hour? Or can you make a career in fast food?Drop teaser for next show - Gerard Hall"I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy." - Rabindranath Tagore
IAP Episode 107 - Season in Review 
Brian: ​[00:00:00] Welcome to our podcast. It's about payroll. We're your host, Brian Escobar and Walter William Duncan II. Whether you're new to the payroll game or a seasoned veteran, we have something for you. 
Track 1: Welcome back folks. We are episode 107 cruising right along today. We're just gonna have a light episode We're gonna talk about what we like out of season 8 talk about What's coming up for season nine, but before we get into any of that, how you doing today, sir?
How you doing? Well,
wd_1_04-14-2024_082623: Man, I am good. Happy Sunday to you April
Track 1: likewise, 
wd_1_04-14-2024_082623: Man, I know I say this all the time on all the shows a majority of the shows man. Time is Flying sir,
Track 1: no doubt. Yeah, no doubt. Yes. It's just yeah.
wd_1_04-14-2024_082623: up. It's gonna be time to do w 2s [00:01:00] again next year
Track 1: Yeah. Yeah No, it goes. Yeah exact. Oh gosh. Yeah, I can't even I don't even know where yeah. Yeah, absolutely right. It'll be yeah I had to hit my CPA up cuz I was like Hey, did you extend my personal stuff too? Cause she told me she extended our stuff, business wise and I was like, wait, I gotta make sure she did it for personal, cause I'm not ready.
I'm not ready. Yeah, I wasn't ready. Yeah, thank God she did. Shout out to JC. But yeah, man, it's just going so quickly. I'm just I'm kinda Been panicking about time, and just making, not panicking in a good, at the end