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

About the role

The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) plays a crucial role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through technical expertise.

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.
• 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.
• Navigate systems and maintain advanced knowledge in Paylocity Products and Partners. Assume full responsibility for maintaining and enhancing client relationships.
• Work cross-functionally, contribute to collective goals, and share insights. Foster a cohesive and productive work environment.

Requirements

• Dependable and proactive, proficient in multitasking, responding promptly, and ensuring timely follow-up while maintaining deadlines.
• Apply critical thinking and problem-solving skills to troubleshoot and resolve client questions. Administer technical and non-technical support to clients.
• Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Determine the scope of client requirements. Mentor new employees and level I's while efficiently maintaining workload. Effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
• Optimize products by gathering pertinent data; identifying and evaluating options; recommending and executing a course of action. Support that change until client confirmation. Be the product expert while staying current on product releases and mandatory training.

Qualifications

• 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.

Skills

• Analytical thinking, problem solving, time management, communication and decision-making.

Benefits

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact LeaveBenefits@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Pay

The base pay range for this position is $25/hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Schedule

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.