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 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
- Benefits navigation, tax support, or financial services
- 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.
EOE, including disability/vets