We are looking for a dedicated Recovery Representative I (Tier II) to join our team in Rochester, New York. This is a long-term contract position offering a hybrid work schedule, combining in-office and remote work. The role focuses on delivering exceptional customer service, resolving financial discrepancies, and ensuring compliance with regulatory standards while minimizing risk to the organization.<br><br>Responsibilities:<br>• Resolve returned items from banks promptly and accurately, ensuring quality service for both internal and external clients.<br>• Educate clients, branches, and product teams on resolution processes, offering alternative service options when applicable.<br>• Develop and maintain a working knowledge of Paychex products and systems, including Taxpay, Direct Deposit, Readychex, Garnishments, 401k, Workers Compensation, Health Benefits, and Debit Card Advantage.<br>• Research and address product or service issues raised by clients and field teams, managing objections and recovering lost revenue.<br>• Collaborate with mentors to handle daily payment and payroll hold reports, ensuring timely and accurate updates to prevent penalties or service disruptions.<br>• Meet daily call requirements as forecasted to maintain service standards.<br>• Evaluate client accounts to determine their eligibility for services and mitigate organizational risks.<br>• Follow department policies and procedures to ensure compliance with company standards.<br>• Participate in ongoing training sessions to enhance skills and stay updated on industry practices.<br>• Adhere to the Fair Debt Collections Practices Act and other relevant regulatory requirements.
We are looking for a dedicated Recovery Representative I (Tier II) to join our team in Rochester, New York. This long-term contract position offers an opportunity to play a critical role in managing collections, resolving financial discrepancies, and ensuring compliance with industry standards. The ideal candidate will have strong problem-solving skills and a passion for delivering exceptional customer service.<br><br>Responsibilities:<br>• Address and resolve bank-returned items promptly and accurately.<br>• Provide outstanding customer service to both internal and external stakeholders while minimizing company risk.<br>• Educate clients and branches on resolution processes and alternative service options.<br>• Develop a solid understanding of company products such as Taxpay, Direct Deposit, Readychex, Garnishments, and 401k plans to make informed decisions.<br>• Investigate and resolve product and service issues, ensuring lost revenue recovery through established guidelines.<br>• Collaborate with mentors to manage daily payment and payroll hold reports, ensuring timely updates to prevent penalties or service disruptions.<br>• Meet daily call requirements and adhere to department policies and procedures for compliance.<br>• Assess client accounts to determine approved services and mitigate risks to the company.<br>• Participate in ongoing training to enhance expertise and ensure adherence to regulatory standards such as the Fair Debt Collections Practices Act.<br>• Maintain accuracy in all tasks, including research and documentation, to uphold service quality.
We are looking for a dedicated and detail-oriented S125 Service Associate to provide exceptional customer service support for Paychex products within the Client Service Center. In this long-term contract position, you will handle customer inquiries, resolve claims, and educate participants and administrators on policies and procedures. This role is based in Rochester, New York, and offers an excellent opportunity to develop expertise in employee benefits and insurance-related services.<br><br>Responsibilities:<br>• Respond to inbound calls from participants and plan administrators, addressing inquiries and resolving issues promptly.<br>• Educate clients and participants on S125 products, Paychex policies, and regulatory guidelines to ensure a clear understanding.<br>• Escalate complex tasks or documentation to appropriate teams for further resolution and follow-up.<br>• Maintain accurate documentation of all interactions and perform data entry with precision.<br>• Utilize multiple software systems, including Salesforce and Adobe Flex, to manage client information and workflow.<br>• Develop and sustain a foundational knowledge of Paychex products and services to provide informed support.<br>• Prioritize and organize tasks effectively to meet service deadlines and client expectations.<br>• Research and troubleshoot customer concerns to deliver effective solutions.<br>• Ensure compliance with company policies and IRS regulations during all customer interactions.<br>• Support the team in maintaining high standards of customer satisfaction and service quality.
