Service Associate - 401(k) Client Service

OverviewUnder 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 & regulations

Handles inbound calls from 401(k) plan participants

Handles inbound calls from clients for plan administration needs

Provides support, as needed, through other channels such as email or outbound call

Escalates tasks or documentation to other teams within the Retirement Services department

Develops 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 ORS

Documents all interactions, performs data entry, maintains strong prioritization and organization

QualificationsREQUIRED

Customer service, data entry, & detailed case documentation experience

Strong written and verbal communication skills

Comfort learning new technology & multitasking on several systems at once

PREFERRED

Contact center, call center, or client service experience - 1 year

Knowledge of 401(k) or similar retirement products

For bilingual roles: fluent in English and Spanish

CompensationIn 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.