Overview

Responsible for accurate and timely resolution of all bank returned items. Provides quality customer service to internal/external customers, while mitigating risk to the company. Educates clients, branches, product areas on the resolution process and provides alternate service options when necessary.

Responsibilities

• Develops and maintains basic knowledge of Paychex products including, but not limited to, Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers Compensation, Health and Benefits, National Health, FSA, FSA Debit card, Advantage and their corresponding systems to accurately make decisions on the revenue Paychex receives from the products.

• Researches and resolves product and service issues from the field and clients. Handles client objections through the help of a mentor and manages the return to completion in order to recover as much lost revenue as possible using established standards and guidelines.

• Handles returns resolutions and inbound phone requirements to meet departmental standards.

• Performs the daily processing of all new and pending returned items for the assigned products.

• Handles the daily EDI payment report in conjunction with a mentor to ensure accuracy and timeliness of updates to avoid penalty assessment.

• Handles the daily payroll hold report in conjunction with their mentor to ensure accuracy and timeliness of updates to avoid service related issues.

• Maintains daily call requirements based on the forecast provided.

• Maintains department policies/procedures to ensure daily compliance.

• Evaluates client status to determine the appropriate service that they are approved to use and mitigates risk and exposure to Paychex.

• Participates in ongoing training to enhance knowledge and skills.

• Ensures adherence to the Fair Debt Collections Practices Act, NACHA, and other regulatory agencies.

Qualifications

• H.S. Diploma - Required

• Collections and inbound call experience - Preferred

• 4 years of experience in customer service, finance, accounting, or payroll

Please note that this role is HYBRID reporting to our Rochester office 3x/week

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $16.05 - $25.21/hour. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.