Provides dedicated customer service and technical support for the HRS sales and broker communities. This includes but is not limited to the following: second level support, escalated issue resolution, research and analysis, training and guidance documentation and reporting.

• Provides HRS Sales Representatives with pre-sale technical questions regarding IRS regulations, Paychex policy, HRS plan types and provisions, HRS plan set up process and paperwork to ensure that potential clients have information needed to make appropriate decisions regarding their 401(k) plan.
• Provides the broker community with answers to questions regarding plan set up and provisions, Paychex policy and procedures, necessary resources, and other plan administrative inquires to ensure that the 401(k) product is administered appropriately.
• Assists new clients with questions regarding billing, plan set up, plan provisions.
• Provides email support to HRS sales and broker community as well as HRS Service and HRS Operations.
• Coordinates escalated issue resolution for new clients, brokers and sales field with HRS operations and fund managers and/or trading partners to ensure issues is seen through to resolution.
• Initiates and fosters process improvement through partnership with HRS sales and operations as well as other teams with in HRS Service.
• Reviews HRS sales, operations and service materials and assists in revisions as needed to ensure accuracy of procedural and training documents.
• Provide trainings for new or revised product offerings to HRS Sales to ensure they have proper product knowledge and resources.
• Maintains updated client and/or broker information with various fund managers/ trading partners.
• Provides notification to broker representatives regarding various fund changes and Paychex product offerings to ensure they have the most up to date information.
• Act as representative on various initiatives and projects with in HRS service, sales and operations.
• Develops and maintains high level of Paychex 401(k), Section 125 product knowledge to ensure quality service is delivered consistently.
• Develops and maintain high level industry pension and retirement services knowledge to ensure quality service is delivered consistently.

• Associate's Degree - Preferred

Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement.