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

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

The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager I delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager I assumes full responsibility for maintaining and enhancing client relationships.

Primary responsibilities include:

• Issue Resolution - Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery - 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 - Appropriately 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.
• System Capabilities - Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
• Team Player - The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.

Expectations include:

• Dependability/Follow-Up - Proficiently multitask, respond promptly, and ensure timely follow-up while maintaining deadlines.
• Problem Solve - Apply critical thinking and problem-solving skills to troubleshoot and resolve client questions. Administers technical and non-technical support to clients.
• Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Knowledge & Resourcefulness - Determines the scope of client requirements. Mentors new employees and level I's while efficiently maintaining workload. Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
• Optimizing Products - Achieves objectives by gathering pertinent data; identifying and evaluating options; recommending and executing a course of action- supporting that change until client confirmation. Being the product expert while being current on product releases and mandatory training.

Education and experience required:

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

Preferred experience:

• Experience with setup and management of Tax Advantaged Plans (FSA, HSA, HRA, Commuter) and COBRA
• Experience in account management, customer service, or a similar role, with a proven ability to handle multiple complex projects and cases.
• FCS (Flexible Compensation Specialist) or CCS (Certified Consumer Specialist) certification.
• Self-starter with the ability to handle full portfolio of clients.

Physical requirements:

• Ability to sit for extended periods - The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems - The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Paylocity is an equal-opportunity employer. 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.

To request reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. 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.

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. Base pay information is based on market location.