Client Services Associate Job at Paychex
Overview:
Under a significant level of guidance and direction, provides customer service for Paychex retirement products in the
401(k) Client Service Center. Uses prescribed guidelines to ensure good customer relations are maintained and participant and client claims and 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 401k plan participants (current or former employees)
- Handles inbound calls from clients (employer plan administrators)
- Provides additional 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
REQUIRED
- Client facing or customer service role - 1 year
- Problem solving or troubleshooting skills - 1 year
- Data entry or case documentation - 1 year
- Comfort learning new technology & navigating multiple programs
PREFERRED
- Contact center, call center, or high-volume phone work
- Employee benefits, financial services, or tax-related work
- Fluent in English and Spanish - hybrid option available for bilingual positions
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