Account Manager I - Spending Accounts & COBRA (TPA/COBRA)
Menlo Ventures, Schaumburg, IL, United States
In-Office: This is a 100% in-office role based at our Schaumburg, IL / Meridian, ID / Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.
Position Overview
The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) is pivotal in resolving client payroll and hr system challenges while fostering exceptional customer relationships through fundamental technical expertise. They deliver outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager I assumes full responsibility for maintaining and enhancing client relationships.
Responsibilities
Issue Resolution – maintain consistent availability, manage workloads for optimal accessibility, troubleshoot and resolve client issues, and elevate when necessary.
Client Focus – champion clients’ interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Timely Solution Delivery – prioritize successful and punctual solution delivery in line with client requirements and internal service metrics (availability, outbound adherence, first‑call & case resolution, minimal escalations, and high client retention & satisfaction).
Leverage Resources – appropriately source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adopt behaviours as required.
System Capabilities – navigate systems and maintain advanced knowledge of Paylocity products and partners.
Team Player – work cross‑functionally, contribute to collective goals, and share insights; foster a cohesive and productive work environment.
Expectations
Dependability / Follow‑Up – proficiently multitask, respond promptly, and ensure timely follow‑up while maintaining deadlines.
Problem Solve – apply critical thinking and problem‑solving skills to troubleshoot and resolve client questions, administering technical and non‑technical support.
Communication – exhibit professional written and verbal communication consistently with internal and external stakeholders.
Knowledge & Resourcefulness – determine scope of client requirements, mentor new employees and level‑I staff while effectively managing workload. Utilize internal resources to minimize escalations and maintain a positive customer experience.
Optimizing Products – achieve objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action, and supporting that change until client confirmation. Demonstrate product expertise and keep current on product releases and mandatory training.
Required
Bachelor’s degree required.
Experience in customer service or previous client‑interfacing role.
Strong computer skills, including Microsoft Office with proficiency in Excel.
Strong written communication skills for business correspondence.
Strong team player with attention to detail.
Essential skills – analytical thinking, problem solving, time management, communication and decision‑making.
Preferred
Experience with setup and management of tax‑advantaged plans (FSA, HSA, HRA, commuter) and COBRA.
Experience in account management, customer service, or a similar role, with proven ability to handle multiple complex projects and cases.
FCS (Flexible Compensation Specialist) or CCS (Certified Consumer Specialist) certification.
Self‑starter with ability to handle full portfolio of clients.
Physical Requirements
Ability to sit for extended periods – typically 7–8 hours a day at a desk or workstation.
Use of computer and phone systems – operate a computer, use phone systems, and type while using multiple software programs and inquiries simultaneously.
Equal‑Opportunity Employer
Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. For accommodation requests, contact LeaveBenefits@paylocity.com.
Pay & Benefits
Base pay range: $25 an hour; actual base pay may vary based on job‑related knowledge, skills, and experience. The position offers a full range of benefits, including medical, dental, vision, life, disability, 401(k) match, and perks that support employees, families, and finances. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
#J-18808-Ljbffr
Position Overview
The Account Manager I - Spending Accounts & COBRA (TPA/COBRA) is pivotal in resolving client payroll and hr system challenges while fostering exceptional customer relationships through fundamental technical expertise. They deliver outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager I assumes full responsibility for maintaining and enhancing client relationships.
Responsibilities
Issue Resolution – maintain consistent availability, manage workloads for optimal accessibility, troubleshoot and resolve client issues, and elevate when necessary.
Client Focus – champion clients’ interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Timely Solution Delivery – prioritize successful and punctual solution delivery in line with client requirements and internal service metrics (availability, outbound adherence, first‑call & case resolution, minimal escalations, and high client retention & satisfaction).
Leverage Resources – appropriately source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adopt behaviours as required.
System Capabilities – navigate systems and maintain advanced knowledge of Paylocity products and partners.
Team Player – work cross‑functionally, contribute to collective goals, and share insights; foster a cohesive and productive work environment.
Expectations
Dependability / Follow‑Up – proficiently multitask, respond promptly, and ensure timely follow‑up while maintaining deadlines.
Problem Solve – apply critical thinking and problem‑solving skills to troubleshoot and resolve client questions, administering technical and non‑technical support.
Communication – exhibit professional written and verbal communication consistently with internal and external stakeholders.
Knowledge & Resourcefulness – determine scope of client requirements, mentor new employees and level‑I staff while effectively managing workload. Utilize internal resources to minimize escalations and maintain a positive customer experience.
Optimizing Products – achieve objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action, and supporting that change until client confirmation. Demonstrate product expertise and keep current on product releases and mandatory training.
Required
Bachelor’s degree required.
Experience in customer service or previous client‑interfacing role.
Strong computer skills, including Microsoft Office with proficiency in Excel.
Strong written communication skills for business correspondence.
Strong team player with attention to detail.
Essential skills – analytical thinking, problem solving, time management, communication and decision‑making.
Preferred
Experience with setup and management of tax‑advantaged plans (FSA, HSA, HRA, commuter) and COBRA.
Experience in account management, customer service, or a similar role, with proven ability to handle multiple complex projects and cases.
FCS (Flexible Compensation Specialist) or CCS (Certified Consumer Specialist) certification.
Self‑starter with ability to handle full portfolio of clients.
Physical Requirements
Ability to sit for extended periods – typically 7–8 hours a day at a desk or workstation.
Use of computer and phone systems – operate a computer, use phone systems, and type while using multiple software programs and inquiries simultaneously.
Equal‑Opportunity Employer
Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. For accommodation requests, contact LeaveBenefits@paylocity.com.
Pay & Benefits
Base pay range: $25 an hour; actual base pay may vary based on job‑related knowledge, skills, and experience. The position offers a full range of benefits, including medical, dental, vision, life, disability, 401(k) match, and perks that support employees, families, and finances. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
#J-18808-Ljbffr