Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.
Overview
Provides an elevated degree of support to clients and their employees. Responsible for setup and ongoing processing, maintenance and support of client accounts. Support leadership with tasks.
Responsibilities
• Provides excellent customer service to clients, employees, and field partners via calls, faxes, and emails.
• Performs data input, maintains strong prioritization and organizational skills, and professional communications in all interactions.
• Maintains processing quantity and quality standards at or above minimum standards established by management.
• Researches and resolves complex product and service issues from the field, clients and their employees to maintain accurate and timely responses. Documents information in Client Space.
• Ability to diffuse customer concerns, notifies management of critical situations, and ensures the best solution is implemented for the customer as well as Paychex.
• Exhibits comprehensive knowledge of PEO Health & Benefits portfolio, corresponding systems, internal and external processes, and our carrier partners.
• Develops problem resolution techniques and makes recommendations to team and management.
• Provides guidance to clients and their employees regarding product offerings, including setup and use of Health & Benefits online to ensure optimal client retention.
• Maintains knowledge of all changes pertaining to various product offerings, regulatory changes, policy changes and industry developments to ensure compliance with departmental processes and company guidelines are met as they relate to PEO.
• Obtains and maintains documentation to ensure compliance with all applicable state and federal regulations and laws; including Paychex Section 125 plan.
• Researches and corrects errors from audit reports, financial reconciliations and data integrity files.
• Interact with Health & Benefit carriers to resolve customer needs including carrier discrepancy files and emergency enrollments.
• Assists PEO benefit specialists to resolve higher level problems and acts as a resource for the business unit and other areas within Paychex. Continually builds excellent working relationships with internal and external partners.
• Identifies, evaluates, and provides feedback, solutions and alternatives on product-related problems and daily processes and procedures to alleviate future issues. Develops solid partnerships, including across departmental lines.
• Participates in special projects, runs reports, participates in user acceptance testing and training sessions as needed.
• Take active role in team chats by providing guidance
• Support onboarding clients
• Support Team Leads and Analysts as needed
Qualifications
• H.S. Diploma - Required
• 3 years of experience in Customer service experience.
• 1 year of experience in Benefits Specialist II.
Compensation
In the spirit of pay transparency, we are excited to share that the compensation range for this position typically between $21.33 - $33.53 hourly. This range includes base pay plus onus but 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.
Live the Paychex Values
• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.
What's in it for you?
• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.
Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.
• H.S. Diploma - Required
• 3 years of experience in Customer service experience.
• 1 year of experience in Benefits Specialist II.
• Provides excellent customer service to clients, employees, and field partners via calls, faxes, and emails.
• Performs data input, maintains strong prioritization and organizational skills, and professional communications in all interactions.
• Maintains processing quantity and quality standards at or above minimum standards established by management.
• Researches and resolves complex product and service issues from the field, clients and their employees to maintain accurate and timely responses. Documents information in Client Space.
• Ability to diffuse customer concerns, notifies management of critical situations, and ensures the best solution is implemented for the customer as well as Paychex.
• Exhibits comprehensive knowledge of PEO Health & Benefits portfolio, corresponding systems, internal and external processes, and our carrier partners.
• Develops problem resolution techniques and makes recommendations to team and management.
• Provides guidance to clients and their employees regarding product offerings, including setup and use of Health & Benefits online to ensure optimal client retention.
• Maintains knowledge of all changes pertaining to various product offerings, regulatory changes, policy changes and industry developments to ensure compliance with departmental processes and company guidelines are met as they relate to PEO.
• Obtains and maintains documentation to ensure compliance with all applicable state and federal regulations and laws; including Paychex Section 125 plan.
• Researches and corrects errors from audit reports, financial reconciliations and data integrity files.
• Interact with Health & Benefit carriers to resolve customer needs including carrier discrepancy files and emergency enrollments.
• Assists PEO benefit specialists to resolve higher level problems and acts as a resource for the business unit and other areas within Paychex. Continually builds excellent working relationships with internal and external partners.
• Identifies, evaluates, and provides feedback, solutions and alternatives on product-related problems and daily processes and procedures to alleviate future issues. Develops solid partnerships, including across departmental lines.
• Participates in special projects, runs reports, participates in user acceptance testing and training sessions as needed.
• Take active role in team chats by providing guidance
• Support onboarding clients
• Support Team Leads and Analysts as needed