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

PAYLOCITY CORPORATION•Meridian, ID

11d•$40,000 - $57,000•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. Th 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 II assumes full responsibility for maintaining and enhancing client relationships.

Requirements

High school diploma or equivalent required; bachelor's degree or equivalent experience preferred
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
Ability to sit for extended periods - The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
Use of computer and phone systems - The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

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

Issue Resolution - Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Timely Solution Delivery - 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.
Leverage Resources - 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.
System Capabilities - Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
Team Player - The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.
Dependability/Follow-Up - Proficiently multitask, respond promptly, and ensure timely follow-up while maintaining deadlines.
Problem Solve - Apply critical thinking and problem-solving skills to troubleshoot and resolve client questions. Administers technical and non-technical support to clients.
Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
Knowledge & Resourcefulness - 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.
Optimizing Products - 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.