Account Manager I - Spending Accounts & COBRA (TPA/COBRA)

PAYLOCITY CORPORATION•Schaumburg, IL

5d•Onsite

About The Position

The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager I assumes full responsibility for maintaining and enhancing client relationships. Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Requirements

Bachelor's degree required.
Experience in customer service or previous client interfacing role
Strong computer skills, including Microsoft Office with proficiency in Excel
Strong written communication skills for business correspondence
Strong team player with attention to detail
Essential Skills - Analytical thinking, problem solving, time management, communication and decision-making

Nice To Haves

Experience with setup and management of Tax Advantaged Plans (FSA, HSA, HRA, Commuter) and COBRA
Experience in account management, customer service, or a similar role, with a proven ability to handle multiple complex projects and cases.
FCS (Flexible Compensation Specialist) or CCS (Certified Consumer Specialist) certification.
Bachelor’s Degree
Self-starter with the ability to handle full portfolio of clients.

Responsibilities

Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adopt behaviors as needed.
Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.
Proficiently multitask, respond promptly, and ensure timely follow-up while maintaining deadlines.
Apply critical thinking and problem-solving skills to troubleshoot and resolve client questions. Administers technical and non-technical support to clients.
Exhibit professional written and verbal communication consistently with internal and external stakeholders.
Determines the scope of client requirements. Mentors new employees and level I's while efficiently maintaining workload. Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
Achieves objectives by gathering pertinent data; identifying and evaluating options; recommending and executing a course of action- supporting that change until client confirmation. Being the product expert while being current on product releases and mandatory training.