PIA Service Center Supervisor

Paychex Rochester , NY 14618

Posted 2 months ago

Description

Ensures that a quality product and exceptional customer service is delivered to our clients/participants in an accurate and timely manner by managing day-to-day work flow/processing of Health and Benefit and Cobra call queues. Directly supervises and develops PIA personnel.

  • Supervises PIA employees in all aspects of PIA product processing; monitors work flow using key indicators to ensure that deadlines and accuracy requirements are met.

  • Reviews recorded calls to ensure compliance with agency regulations and Paychex quality standards.

  • Provides feedback to advisors and takes corrective action when needed.

  • Responsible for resolution and follow-through of high-impact processing issues such as Cobra notices, Association Open Enrollment, Local Carrier relations. Acts as key decision maker for the Business Continuity Plan.

  • Provides technical expertise to solve problems regarding internal, field office, and client/participant issues to ensure that quality service is provided to both field offices and clients/participants.

  • Recruits, hires, and evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources.

  • Represents the department on teams and projects to ensure that departmental needs are met and that actions of the team are in line with departmental goals.

  • Reviews key indicators and reports to determine if correct call center metrics are in place and followed.

  • Reviews and approves direct report higher-risk task processing to ensure that higher-risk decisions are made appropriately.

  • Makes recommendations to PIA Managers regarding the development of policies and procedures; identifies and implements processing efficiencies.

  • Coordinates communication, including conference calls, with outside parties (field offices, Agency Clients, Cobra Participants) to resolve escalated issues/corporate complaints.

  • Assists in the preparation of the annual budget; monitors expenses and makes adjustments to approved budget.

  • Life, Accident and Health must be obtained within 90 days of employment.

Requirements

  • Associate's Degree
  • Preferred
  • Call center experience.

  • 1 year of experience in Leadership role.

  • Effective leadership skills.

  • Effective leadership skills.

  • Effective leadership skills.

  • Life Accident and Health license Life, Accident and Health must be obtained within 90 days of employment.

  • Preferred
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
PIA P&C Specialist I New Business Operations

Paychex

Posted 1 week ago

VIEW JOBS 9/11/2019 12:00:00 AM 2019-12-10T00:00 Description Responsible for daily processing / data entry / validation of records and maintenance of new and existing insurance accounts. Maintain a high level knowledge of the products and processes supported by Paychex Insurance Agency, Inc. Provide customer service and support to both internal and external clients. * Utilizes multiple computer software applications in conjunction with carrier and bureau web-sites to perform their job duties. Internal systems to include HRIS, WebORS, Core Advanced Payroll Application, and other Microsoft Access databases in order to ensure the proper set up of new insurance policies and to respond to all client inquiries. * Review and return any incomplete file to the proper sales producer to make the necessary corrections and ensure that the file has meet all compliance standards for completeness. * Initiates timely setup of confidential client information and process all documentation related to setup and maintenance of new or existing accounts for Workers? Compensation and other insurance lines. * Responsible for meeting department quality and productivity standards relative to data input and established timelines. * Responds to inbound inquiry calls or e-mails and places outbound calls or e-mails to clients, insurance partners, and other Paychex offices as required by the business unit in order to complete new account setup. * Researches and resolves product and service related issues from clients, and internal and external partners to ensure client satisfaction. * Maintains accurate recording of all internal and external communications used for the accurate and timely setup, service and maintenance of new or existing insurance accounts. * Demonstrates knowledge of the Workers? Compensation Payment Service Agreement and ensures new clients are meeting their obligations. * Request issuance of policies for specified carriers once review of file is complete and all guidelines have been met Requirements * H.S. Diploma - Required * Associate's Degree - Preferred * 1 year of experience in Customer service/insurance Related field. . * Demonstrates customer service skills. * Paychex Rochester NY

PIA Service Center Supervisor

Paychex