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 & regulationsHandles inbound calls from 401(k) plan participantsHandles inbound calls from clients for plan administration needsProvides support, as needed, through other channels such as email or outbound callEscalates tasks or documentation to other teams within the Retirement Services departmentDevelops 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 ORSDocuments all interactions, performs data entry, maintains strong prioritization and organization

　　Qualifications

　　REQUIRED

　　Client or customer service experience in a role performing account research - 1 yearClient or customer service experience in a role educating customer on policies and procedures - 1 yearData entry or case documentation - 1 yearComfort learning new technology & multi-tasking on several systems at once

　　PREFERRED

　　Contact center, call center, or high-volume inbound phone workKnowledge of 401(k) or similar retirement productsFor 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.