Represents Retirement Services by providing multi-level support to clients, the Client Service Center (CSC), the Operations Service Center (OSC), and Sales/Broker Support. Supports Paychex and our clients with research, analysis, and resolution of high-level client, system, and product issues. Participates in requirements writing and testing of corporate projects and work requests (CRs). Provide frontline assistance in a queue environment by handling daily calls from 401(k)/S125 clients and participants to provide a quality service experience.
Manages incoming calls and provides second level support for service partners and clients through an internal phone queue. Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service. Prioritizes and resolves critical or time-sensitive issues to ensure they are resolved in a timely manner.
Complete complex projects for higher risk and higher impact clients. This involves clients on service models including Strategic Accounts and HR Solutions. Project examples include, but not limited to: preparing and updating compliance testing, preparing contribution allocations for clients, preparing and executing collections for missed contribution, and investigating systemic problems to understand and deploy workarounds.
Assist Service Support Specialists with projects. Provide guidance on proper resolution of issues, train them on new industry regulations and communicate gaps in knowledge to management for further follow-up. Assist in mentoring new employees in order to facilitate a successful start with the team.
Identify system and workflow improvements to enhance the team's overall efficiency.
Prepare audit/document requests based on client inquiries received.
Identify trends on the customer service teams where additional training can help the customer experience and network with internal partners to proactively anticipate customer needs.
Work with clients to explain complicated concepts in a way that can be easily understood to increase overall client satisfaction.
Consult and occasionally lead a team on larger scale annual client service initiatives.
Other duties as assigned to support the general purpose of the position?s function.
Occasionally participate on efforts involving the deployment of IT changes. This may include testing new code releases and participating as a Subject Matter Expert in order to design new systems.
Accurately account for the projects that have been completed in order for proper analysis to be made of volumes and impact. Analyze and report the findings to management in order to facilitate policy.
Review client communications to ensure they are accurate. Suggest changes for both content and presentation.
Keep abreast of changing regulatory and industry requirements, focusing on regulations impacting correction of plan deficiencies. Work towards an industry certification allowing greater efficiency for resolving customer inquiries ultimately improving the customer experience.