Service Associate - Insurance Services (Cobra)
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About The Position
The Service Associate in Insurance Services (Cobra) at Paychex is a vital role that focuses on providing exceptional customer service to clients utilizing Paychex Health & Benefit/COBRA services. This position operates under a significant level of guidance and direction, ensuring that customer relations are maintained at a high standard. The Service Associate is responsible for resolving customer claims and complaints in a fair and effective manner, adhering to Paychex policies and procedures. The role requires a comprehensive understanding of the Health & Benefit processes and the ability to navigate various client account setups and corresponding systems. In this position, the Service Associate will provide advanced client service and technical product support to both internal and external partners. This includes ensuring timely and accurate problem resolution while mitigating any potential exposure to the Agency and the client. The Service Associate will work independently with COBRA participants and other business units to address and resolve escalated client issues. A key aspect of the role involves taking inbound calls from Health & Benefit clients and COBRA participants, as well as making outbound resolution calls as necessary. The Service Associate is expected to maintain a high level of availability and call quality as determined by departmental standards. Additionally, the role involves gathering and interpreting data to solve complex issues related to the Health & Benefit products and services, all while fostering positive and professional relationships with both internal and external partners. This position is essential in ensuring that clients receive the support they need and that their issues are resolved efficiently and effectively.
