Service Associate - 401(k) Client Service in West Henrietta, NY

Under a significant level of guidance and direction, provides customer service for Paychex 401(k) products in the Retirement Client Service Center. Uses prescribed guidelines to ensure good customer relations are maintained, participant & client claims & complaints are resolved fairly, effectively, and in accordance with Paychex policies and procedures.


Responsibilities:
- Provides general education on retirement products, Paychex policies & procedures, or IRS guidelines & regulations
- Handles inbound calls from 401(k) plan participants
- Handles inbound calls from clients for plan administration needs
- Provides support, as needed, through other channels such as email or outbound call
- Escalates tasks or documentation to other teams within the Retirement Services department
- Develops and maintains a basic working knowledge of Paychex retirement products including but not limited to 401(k)
- Uses systems and software packages, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS
- Documents all interactions, performs data entry, maintains strong prioritization and organization

Qualifications:
- Client facing or customer service role - 1 year
- Problem solving or troubleshooting skills - 1 year
- Data entry or case documentation - 1 year
- Comfort learning new technology & navigating multiple programs

Preferred Qualifications:
- Contact center, call center, or high-volume phone work
- Benefits navigation, tax support, or financial services
- For bilingual roles: fluent in English and Spanish