OneSource Virtual

Call Center Representative

• Supports the Employee Services Team and utilizes Workday, case management, knowledge base, and contact center technologies and processes
• Provides professional and timely service to internal and external customers
• Processes benefit-related changes such as life-status changes, address changes, etc.
• Resolves benefit administration service issues with internal staff and outside Vendors
• Counsels employees regarding benefit programs, including plan features, procedures, eligibility, and premium information

Seasonal Benefits Specialist – Call Center

• Provides professional and timely service to internal and external customers
• Processes benefit-related changes such as life-status changes, address changes, etc.
• Resolves benefit administration service issues with internal staff and outside Vendors
• Counsels employees regarding benefit programs, including plan features, procedures, eligibility, and premium information
• Performs monthly reconciliation of Carrier invoices to report to customers

Seasonal Bilingual Benefits Specialist – Call Center

Payroll

• Provide full end-to-end payroll processing support for OSV’s Managed Payroll customers
• Manage multiple customers with various deadlines in a fast-paced work environment
• Support Workday payroll configuration and year-end support
• Act as named Specialist for Managed Payroll and Payroll Administrative customers
• Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels
• Troubleshoot quarter and year-end audit reports and make recommendations to customers

Payroll Specialist II

• Proactively monitor assigned federal, state, and local taxing authorities for payroll tax regulatory changes
• Research and analyze routine regulatory updates to assess their nature, scope, and impact on the company's payroll tax software product
• Develop and maintain working relationships with contacts at assigned federal, state, and local taxing agencies
• Document agency requirements for payroll tax filings, payments, and reporting clearly and accurately
• Identify regulatory updates requiring stakeholder communication
• Contribute to process improvement initiatives, documentation standards, and requirements quality initiatives

Tax Compliance Analyst

Program Manager

• Assist with the design and development of comprehensive shared service programs, including defining business requirements, defining milestones, and success criteria.
• Manage all aspects of the Shared Services Projects, including communication management, change management, user acceptance testing, risk management, and project reporting.
• In cooperation with OSV’s Learning and Development team, develop training materials, documentation, and resources to support initiatives, ensuring that all materials are accurate, engaging, and effectively communicate critical concepts.
• Coordinate and facilitate training sessions, workshops, and webinars for internal Shared Services teams, providing guidance on best practices, processes, and tools.
• Establish mechanisms to assess program effectiveness, solicit feedback from stakeholders, and adjust as needed to improve outcomes.
• Work closely with various teams within OSV to align programs with overall business goals and strategies.
• Ability to manage, configure, and optimize project management software to support project teams in planning, executing, and tracking projects efficiently.
• Ability to systematically identify, analyze, and enhance processes, products, or services over time to achieve better performance, efficiency, and quality.

Support Engineer

• Act as the first point of contact for customer support, handling ticket triage and routing
• Create and manage Workday user accounts, including username and password setup
• Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation)
• Generate and analyze OSV reports for auditing customer tenant access
• Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues
• Support internal customer security administration for support and services teams
• Follow security policies and standard operating procedures, including login and password communications
• Identify and resolve data or configuration issues; investigate trends and anomalies
• Suggest and implement improvements to better support customers and internal processes
• Collaborate with cross-functional teams to meet customer expectations
• Maintain professional communication and adhere to case management guidelines
• Participate in team activities and contribute positively to team culture
• Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables
• Demonstrate adaptability in managing shifting priorities and workloads

BPaaS Support Analyst

• Engage with customers & deployment partners to understand, define requirements & guide the customer through the implementation process for OSV tax services
• Configuring TaxEx application in accordance with customer requirements
• Identify and analyze Tax needs and data requirements
• Work with customer to identify/resolve all issues that could impact project scope or delivery of service
• Lead the Tax implementation process from start to finish
• Consulting with customers on data integrity issues
• Conduct check points with customer for timely delivery of tax service & any outstanding project documents
• Be comfortable in conducting customer calls in a clear & concise manner
• Ensure customer projects are planned & properly monitored

Tax Consultant

• Acts as the primary point of contact for all leave of absence requests, assisting employees with leave questions, guiding them through the process, and problem-solving triage.
• Handle the leave administration process from the initial notice of the need for leave to the return to work.
• Complete eligibility decisions during intake, and gather pertinent data when necessary from the employee, Workday, and AbsenceTracker.
• Review leave of absence documentation for accuracy and completeness, and process according to established procedures, including sending required notices and eligibility letters.
• Approve or deny requests for leaves of absence based on guidelines and company policies.
• Perform leave follow-ups as required, including recertification of health condition, intermittent and concurrent leave tracking.
• Manage the return to work process and support coordination of the return to work with accommodations with customer HR.
• Provide top quality customer service and guidance to the customer's employees, managers, and HR, regarding leave of absence cases.

Absence Management Specialist – Call Center

Director

• Lead supplier outreach and onboarding efforts to maximize Virtual Card acceptance and activation rates across the OSV InvoicePay client portfolio.
• Design and own the end-to-end supplier enablement journey — from identification and targeting through activation and ongoing engagement.
• Build scalable playbooks, communication frameworks, and enablement tools that will serve as the foundation for a growing team.
• Track and report on supplier conversion metrics, activation velocity, and revenue contribution.
• Partner directly with the VP to develop a multi-year InvoicePay product diversification roadmap aligned to market opportunity, client demand, and revenue at scale.
• Identify adjacent monetization opportunities within the AP automation and disbursement ecosystem.
• Collaborate with Product and Technology to represent market needs and influence the payment product roadmap.
• Influence and support VP and Product on emerging payment rails, fintech partnerships, and new revenue models to expand OSV’s competitive positioning.
• Establish team structure, performance expectations, and KPIs as headcount scales.
• Mentor and develop team members, fostering a culture of accountability, revenue obsession, and continuous improvement.
• Report team performance, pipeline health, and strategic progress to VP leadership.
• Serve as the internal subject matter expert on Virtual Card monetization, supplier dynamics, and InvoicePay strategy.
• Partner with Relationship Management, Sales, and Operations to identify expansion opportunities within existing client accounts.