Paychex PIA P&C Support Specialist III in Rochester, New York
Provides advanced customer service and support to internal staff and external clients in the areas of the property & casualty suite of products is responsible for the most complex customer issues while maintaining an advanced understanding of the goals and objectives of the department. Assists external users of the technical products by answering question, solving problems involved with their use. Identifies, investigates and researches user questions and problems. Refers unresolved issues to technical or professional personnel for follow up as needed.
Researches and resolves the most complex product and service issues relative to the Property & Casualty suite of products from any internal/external clients. Ability to diffuse client concerns and notify management of critical situations to ensure the best solution is implemented for the client and Paychex.
Assists the client and resolves any client issues relating to NY State Workers’ Compensation and Disability non compliance notifications.
Responds to inbound calls and place outbound calls as required by the business unit relating to Property & Casualty suite of products and/or the Workers’ Compensation Payment Service.
Maintains an accurate recording of all internal and external communication.
Exhibits comprehensive knowledge of Paychex Insurance Agency portfolio, corresponding systems, and internal/external processes to ensure client satisfaction.
Analyzes existing controls, processes, and procedures, and makes recommendations to management for improvement.
Train and mentors new individuals within the group and assist team members with complex situations.
Develops enhancements to existing or new processes and procedures, while making the necessary recommendations to management.
Maintain and manages positive and professional relations with Paychex clients, insurance carriers, and internal/external clients to ensure client satisfaction.
Utilizes multiple software applications in conjunction with carrier and bureau websites in order to respond to all client inquiries. Internal applications include human resource information system and Online Reporting System.
Continues to stay abreast of all changes pertaining to various product offerings, regulatory changes, policy changes, and insurance industry developments in support of client satisfaction.
Participates in assigned projects or required training.
Provides guidance and support to less experienced support specialists.
Other duties as assigned.