Sr Client Svc & Prod Supt Spec

ADP is hiring a Sr Client Svc - Prod Supt Spec-G21213

Basic Function

As a SR Client Service and Product Specialist, you will be responsible for servicing Wisely Accounts and Wisely clients in a call center environment. You will be providing support on client day-to-day operations and client initiatives.

Essential Responsibilities

• Maintain client relationships through processing of client requests, resolving inquires, and ensuring key client and account information is accurate.
• Provide in-depth education and assistance on product features, functionality and product technical structure.
• Communicate effectively and develop excellent working relationships with colleagues with Client Service and in partner teams such as Escalations, Operations, etc.
• Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution.
• Act as first level support and subject matter expert for clients and other client service representatives
• Respond to incoming calls, emails and chats from clients while providing resolution.
• Use CRM system to document client interactions and problem resolution.
• Ensure clients are aware of compliance guidelines with each interaction.
• Educate clients on product features and functionality.
• Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
• May provide training support for all new hire service personnel.
• May coordinate the rollout of client-specific procedures within the service center.
• May help build and maintain knowledge sources.
• Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
• Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
• May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
• Provides research and consultative service support to internal and external clients.
• In this position you are responsible for ensuring ADP's compliance with regulatory (e.g., regulation E) and third-party requirements.

RESPONSIBILITIES:

• Knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.
• Escalate operational gaps or compliance concerns to management.
• Participate in compliance related training and communication programs, as needed.

Non-Essential Responsibilities

• Perform other related duties and assignments as directed by management.
• Maintain and enhance knowledge on statutory changes.
• Maintain and enhance knowledge of ADP software platforms.

Special Accountability

Documented procedures must be followed without impairing Wisely clients (Wisely Accounts), their employees, and Payroll Regions, or causing financial exposure to Clients or ADP.

Qualifications

• Minimum of two years of high volume client service and/or call center experience within an Insurance/Financial Institution.
• Excellent oral and written communication skills.
• PC skills a must to include proficient use of various Windows Applications (e.g. Word, Excel).
• Must be able to work well under pressure while maintaining a professional demeanor.
• Ability to apply mathematical and accounting principles to resolve errors.
• Ability to multi-task.
• Associate's or bachelor's degree in business preferred

In this role, you will serve as ADP's front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. You carry the weight of ADP's service reputation and client satisfaction in your hands.

The nature of what you do every day will not change -- your #1 goal is to help clients who have between 1- 49 employees. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success!

To thrive in this role, you have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.