Sr. Client Service & Product Support Specialist
ADP

Job Info

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ADP is hiring a Sr. Client Service & Product Support Specialist

Basic Function

As a Sr. Client Service and Product Specialist, you will be responsible for servicing Wisely pay card 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.

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

1. Experience: 3-5 years' experience with Client Service and Pay card products. Strong client service skills. Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, Service and production. Previous call center experience is highly encouraged. Excellent oral and written communication skills. PC skills a must to include proficient use of various Windows Applications (e.g. Word, Excel). Ability to follow operating procedures and instructions.
2. Generic Skills: 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 is essential.
3. Education: Associate's or bachelor's degree in business or other related field or an equivalent combination of education and experience.

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