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Collections Specialist I
2 months ago
As a key player in our organization, you will be tasked with the precise and prompt resolution of all bank returned items. Your role will involve delivering exceptional customer service to both internal and external clients while minimizing risks to the company. You will also be responsible for educating clients, branches, and product areas on the resolution process and offering alternative service options when necessary.
Key Responsibilities
1. Develop and maintain a foundational understanding of Paychex products, including but not limited to Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers Compensation, Health and Benefits, National Health, FSA, FSA Debit card, and Advantage, to make informed decisions regarding the revenue Paychex generates from these products.
2. Investigate and resolve product and service inquiries from the field and clients.
3. Address client objections with guidance from a mentor and manage the return process to recover as much lost revenue as possible, adhering to established standards and guidelines.
4. Process returns resolutions and handle inbound phone requirements to meet departmental benchmarks.
Daily Operations
5. Execute the daily processing of all new and pending returned items for assigned products.
6. Collaborate with a mentor to manage the daily EDI payment report, ensuring accuracy and timeliness to prevent penalty assessments.
7. Work alongside a mentor on the daily payroll hold report to guarantee accurate and timely updates, avoiding service-related complications.
8. Maintain daily call metrics based on the provided forecast.
Compliance and Training
9. Uphold departmental policies and procedures to ensure daily compliance.
10. Assess client status to determine the appropriate services they are authorized to use, mitigating risks and exposure to Paychex.
11. Engage in ongoing training to enhance your knowledge and skills.
Regulatory Adherence
12. Ensure compliance with the Fair Debt Collections Practices Act, NACHA, and other regulatory bodies.
Qualifications
- High School Diploma - Required
- Collections experience - Preferred
- 4 years of experience in customer service, finance, accounting, or payroll.
Compensation
In the spirit of pay transparency, we are pleased to share that the starting base pay range for this position is $25.21/hour. Please note that this range reflects the base pay only and does not encompass other components that contribute to the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience, which may result in total compensation outside of this range.
