Job details

Retirement Client Service Associate

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

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
Employee benefits, financial services, or tax-related work
Fluent in English and Spanish - hybrid option available for bilingual positions

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John Gibson

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By Paychex

The company was founded in 1971 by B. Thomas Golisano with just $3,000 and a good idea – to make payroll outsourcing easy and affordable for small businesses. From those early days with just one employee, Paychex now has more than 16,000 employees...

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Public

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