Overview

　　Under a significant level of guidance and direction, provides customer service for Paychex Health & Benefit/COBRA clients. Uses prescribed guidelines to ensure good customer relations are maintained and customer claims and complaints are resolved fairly, effectively, and in accordance with Paychex policies and procedures.

　　Responsibilities

　　Provides advanced client service and technical product support to our internal and external partners

　　Ensures timely and accurate problem resolution while mitigating exposure to the Agency and client

　　Works Independently with the client COBRA participants and other business units to resolve escalated client issues Develops and maintains comprehensive knowledge of new and existing client account set ups their corresponding systems and Health & Benefit processes to ensure resolution of escalated client issues

　　Takes inbound calls from H&B Clients as well as COBRA participants

　　Makes outbound resolution calls to clients and participants as necessary Maintains expected level of availability and call quality as determined by the department

　　Gathers and interprets data to solve complex issues relating to the Health & Benefit product and services while maintaining positive and professional relationships with internal and external partners

　　Qualifications

　　Associate's Degree - Preferred

　　1 year of customer service/insurance related experience or the equivalent combination of education and experience