Overview
Under a significant level of guidance and direction, provides customer service for Paychex 401(k) products in the Retirement Client Service Center. Uses prescribed guidelines to ensure good customer relations are maintained, participant & client claims & complaints are resolved fairly, effectively, and in accordance with Paychex policies and procedures.
Responsibilities
- Provides general education on retirement products, Paychex policies & procedures, or IRS guidelines & regulations
- Handles inbound calls from 401(k) plan participants
- Handles inbound calls from clients for plan administration needs
- Provides support, as needed, through other channels such as email or outbound call
- Escalates tasks or documentation to other teams within the Retirement Services department
- Develops and maintains a basic working knowledge of Paychex retirement products including but not limited to 401(k)
- Uses systems and software packages, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS
- Documents all interactions, performs data entry, maintains strong prioritization and organization
Qualifications
REQUIRED
- Client or customer service experience in a role performing account research – 1 year
- Client or customer service experience in a role educating customer on policies and procedures – 1 year
- Data entry or case documentation – 1 year
- Comfort learning new technology & multi-tasking on several systems at once
PREFERRED
- Contact center, call center, or high-volume inbound phone work
- Knowledge of 401(k) or similar retirement products
- For bilingual roles: fluent in English and Spanish
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $16.00 – $20.81 hourly. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.
Responsibilities
- Provides general education on retirement products, Paychex policies & procedures, or IRS guidelines & regulations
- Handles inbound calls from 401(k) plan participants
- Handles inbound calls from clients for plan administration needs
- Provides support, as needed, through other channels such as email or outbound call
- Escalates tasks or documentation to other teams within the Retirement Services department
- Develops and maintains a basic working knowledge of Paychex retirement products including but not limited to 401(k)
- Uses systems and software packages, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS
- Documents all interactions, performs data entry, maintains strong prioritization and organization
Qualifications
REQUIRED
- Client or customer service experience in a role performing account research – 1 year
- Client or customer service experience in a role educating customer on policies and procedures – 1 year
- Data entry or case documentation – 1 year
- Comfort learning new technology & multi-tasking on several systems at once
PREFERRED
- Contact center, call center, or high-volume inbound phone work
- Knowledge of 401(k) or similar retirement products
- For bilingual roles: fluent in English and Spanish