Operations Analyst

Work Location(s): Miami, FL, US

Tempe, AZ

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

POSITION SUMMARY:

Provides benefit enrollment support to all ADP Regional centers, analyzes and answers all inquires pertaining to the internal systems and third-party carrier platforms. 

RESPONSIBILITIES:

• Queue Support:  Provides quality support to all ADP Regions for the appropriate systems.  Addresses all cases and analyzes the problems to determine the appropriate sources from whom to solicit information to solve the problem.  Provides issue resolution to all internal and third-party platforms in support of Benefits.  Responds tot all cases within the specified amount of time based on priority. 
• Enrollment Support: Identifies enrollment discrepancies and provides a concise, but thorough outline of the problem and supporting documentation along as part of the case resolution. This includes following each discrepancy through to its resolution and keeping stakeholders informed every 2 business days.  Analyzes the case and takes appropriate action to correct.
• Communication: Prepares and approves thorough written and verbal notification to the Regions/internal teams regarding the enrollment discrepancy and necessary actions.  Prepares information feedback to the Regions in a format that can be presented to clients.  Communicates updates to external clients as needed using documented service expectations.  Communicates all trends or unusual spikes in activity to management for further review.
• Rollout: Prepares and/or participates in roll-outs of new programs or processes and provides internal support as required.
• Operations Support: 
• Reviews all recurring error reports and resolves discrepancies within stated SLA’s.  Maintains records of all error     logs and actions taken to resolve.  Performs audits of individual records as needed to support cases and/or resolve errors.  Conducts all recurring audits as needed to support reconciliation activities. 
• Experience/Skills:

Preference will be given to candidates who have the following:

• Ability to write detailed but concise documentation appropriate for internal associates and/or client partners. Including but not limited to email communications, SOPs, and client collateral.
• Inquisitive personality able to troubleshoot internal and client-facing issues and work with IT supports effectively in research.
• Basic knowledge in reporting using Salesforce, SQL, and/or Excel.
• Excellent communication skills (written/verbal) 
• In-depth knowledge of ADP systems and products and a proven proficiency in navigating the ADP organization to resolve client request
• Analytical and creative thinking abilities
• Strategic thinking with an ability to assess needs and provide innovative solutions to support ADP’s products and services
• Strong data management skills with working knowledge of Microsoft Office Suite
• Effective interpersonal and time management skills

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.