Call Center Support Specialist - TPA / Spending Accounts

PAYLOCITY CORPORATION•Meridian, ID

2d•$20 - $25•Onsite

About The Position

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! This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. Position Overview: The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity's Spending Accounts and COBRA clients. In this role, you will receive, prioritize, document, and actively resolve client requests from an inbound call center (and/or email) queue, ensuring the highest level of customer satisfaction. As a Support Specialist I, you will provide support for client employee Spending Account and COBRA participants, answering questions about their accounts, plans, processes, platform navigation/usage, etc. This position requires a combination of technical expertise, strong customer service skills, and the ability to apply critical thinking to troubleshoot and resolve client inquiries.

Requirements

Bachelor's Degree
1+ years demonstrated Client/Customer Service experience.
Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls.
Familiarity and comfort with web-based applications
Intermediate experience with Microsoft Office, especially Microsoft Excel.
Basic project management abilities specifically related to managing high volume client requests and solutions.
Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

Nice To Haves

Call Center Experience
Bi-lingual Fluency Spanish and English
Healthcare and welfare benefits concepts
Demonstrated High-Volume Customer/Client first call resolution

Responsibilities

Provides support to client employees with inquiries about their spending accounts, COBRA services/coverage and/or systems access/functions/navigation tied to these topics
Establishes intra- and interdepartmental relationships to prioritize needs, communicate status and timing expectations.
Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions, striving for prompt and accurate solutions.
Achieves objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action
Demonstrate strong ownership of cases; ensure prompt resolution and minimizing aging cases or open items.
Maintain high inbound call availability to support customers
Gather pertinent data, identify options, and recommend courses of action to achieve customer objectives.
Contribute to resolving challenging cases through effective de-escalation and problem-solving techniques.
Demonstrate strong ownership and follow-through of cases, ensuring prompt resolution and minimizing aging cases or open items.
Customer Service Excellence: Demonstrate exceptional customer service skills in all interactions with clients (verbal and written), ensuring their needs are met to their satisfaction.
Supports key back-office/compliance items such as HSA account Identity Verification