Client Services Representative

• Serve as the primary contact for all payroll-related inquiries, offering thorough support through email, live chat, and video calls.
• Provide advanced-level support, addressing complex issues and ensuring customer satisfaction is prioritized throughout their journey.
• Partner effectively with teams across Customer Experience, Payroll Operations, Benefits, Tax, and Finance to ensure timely and accurate resolutions within strict service level agreements (SLAs).
• Enhance the team's collective knowledge by creating and updating essential documentation and participating in shadowing sessions to foster collaboration and knowledge sharing.
• Utilize outstanding problem-solving abilities to work seamlessly with various teams in resolving escalated customer issues promptly.

Associate, Payroll Client Services

• Maintain/develop constructive and cooperative working relationships with clients over time.
• Confer with clients by telephone to provide or obtain information including updating account statuses, consumer contact information, or other additional information relating to the collection of debts.
• Strive to respond to client inquiries received within the same business day.
• Keep records of client interactions, recording details of inquiries, complaints, or comments, as well as actions taken within the system.
• Check to ensure that appropriate changes were made to resolve client concerns or inquiries.
• Promptly refer unresolved client inquiries to designated departments for further investigation/review.
• Promptly process itemized bill requests and utilize WebNow for obtaining/processing disputes, when applicable.
• Send notification to the client of final bill requests, balance/payment verifications, disputes, and instances of fraud and/or identity theft and follow up on responses received.
• Post direct payments.
• Access client websites when applicable to assist with consumer resolutions.
• Process monthly client statements providing payment details and invoice to clients and reconcile any disputes.
• Participate in audits, client visits, external client meetings, conference calls and summits, as necessary.
• Ensure all process and procedure documentation are kept current.
• Client Services must adhere to and be compliant with FDCPA, FCRA, FACTA, Regulation E, HIPAA, TCPA and other applicable federal, state, and local laws as well as company policies and procedures.
• Abide by all policies as outlined within Revco Solutions Employee Handbook.

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Associate, Payroll Client Services

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