URGENT! CSR Financial Services 1 | BPO (Onsite)

Foundever®; Pasig; On-site; PHP 350,000 - 520,000; Full time

Job summary

Foundever® in Pasig, Philippines is seeking a customer service representative in a financial services environment. You will handle inbound calls promptly, transferring to the correct Paychex line, and educate clients on resolution pathways.

You will maintain knowledge of Paychex products such as Taxpay, Direct Deposit, Readychex, and payroll-related tools; ensure compliance with Fair Debt Collections Act and NACHA; monitor call metrics and follow training guidelines to minimize risk.

Qualifications

• 1+ year of Financial Services experience, preferably Accounts Receivable.
• BPO industry customer service experience preferred.
• Payroll and Accounting experience preferred.

Responsibilities

• Handle inbound calls promptly and transfer to the correct Paychex line.
• Educate clients and internal partners on resolution pathways and processes.
• Develop and maintain knowledge of Paychex products (Taxpay, Direct Deposit, Readychex, etc.).
• Research and route inbound calls to appropriate teams.
• Maintain daily call targets based on performance metrics.
• Follow department policies to ensure daily compliance.
• Verify client status and contact details per training to mitigate risk.
• Ensure adherence to applicable regulatory requirements and internal standards.

Skills

Customer service

Financial services

Accounts receivable

BPO experience

Payroll knowledge

Tools

Paychex products

Job description

Duties & Responsibilities:

• Responsible for the timely handling of inbound calls and accurately transferring to the appropriate Paychex phone number.

• Provides quality customer service to internal/external customers by educating clients, branches, product areas on resolution pathways.

• Develops and maintains basic knowledge of Paychex products including, but not limited to, Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers Compensation, Health and Benefits, Time and Attendance and their corresponding systems to accurately make decisions on the resolution pathway.

• Researches and resolves inbound calls from internal partners and clients and routes to the appropriate team.

• Maintains daily call requirements based on key indicator performance expectations.

• Maintains department policies/procedure to ensure daily compliance.

• Evaluates client status, validates contact information, and follows training guidelines to ensure appropriate communications are leveraged to mitigate risk and exposure to Paychex.

• Ensures adherence to the Fair Debt Collections Practices Act, NACHA and other applicable regulatory agencies, and follows internal Compliance/Legal standards.

Qualifications:

• At least 1 year of Financial Services experience, preferably Accounts Receivable.

• Experience in Customer Service in the BPO industry is preferred.

• Experience in Payroll and Accounting is preferred.

Equal Opportunity Employer

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.