Customer Service Associate
Position Overview
Under general guidance and direction, the Client Service Representative provides high-quality customer service for products supported by the S125 Client Service Center. This role ensures strong customer relationships by resolving participant and client inquiries, claims, and complaints in a fair, effective, and policy-compliant manner.
Key Responsibilities
Customer & Participant Support
Handle inbound calls from active and terminated participants/employees of client organizations.
Respond to inbound calls from client/employer plan administrators.
Educate participants and administrators on S125 products, policies, procedures, and applicable IRS guidelines and regulations.
Issue Resolution & Escalation
Escalate tasks, issues, or documentation to appropriate internal teams within the PIA.
Ensure all interactions are resolved efficiently and in accordance with established policies and guidelines.
Systems & Documentation
Utilize systems and software such as HRIS platforms, Salesforce, Flex, Core Advanced, and ORS.
Document all interactions accurately and perform timely data entry.
Maintain strong prioritization, organization, and adherence to internal service standards.
Knowledge & Skills
Ability to develop and maintain a working knowledge of S125 products and related procedures.
Strong communication, customer service, and problem-solving skills.
Proficiency with computer systems and multi-platform software tools.
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