Service Associate - Insurance Services (Cobra)

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

Under a significant level of guidance and direction, provides customer service for Paychex Health & Benefit/COBRA clients.  Uses prescribed guidelines to ensure good customer relations are maintained and customer claims and complaints are resolved fairly, effectively, and in accordance with Paychex policies and procedures.

• Provides advanced client service and technical product support to our internal and external partners
• Ensures timely and accurate problem resolution while mitigating exposure to the Agency and client
• Works Independently with the client COBRA participants and other business units to resolve escalated client issues Develops and maintains comprehensive knowledge of new and existing client account set ups their corresponding systems and Health & Benefit processes to ensure resolution of escalated client issues
• Takes inbound calls from H&B Clients as well as COBRA participants
• Makes outbound resolution calls to clients and participants as necessary Maintains expected level of availability and call quality as determined by the department
• Gathers and interprets data to solve complex issues relating to the Health & Benefit product and services while maintaining positive and professional relationships with internal and external partners

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.