Customer Service Representative – Advanced Support Team

Work Location(s): Louisville, KY, US

Salem, NH

Florham Park, NJ

El Paso, TX

ADP is hiring a Customer Support Specialist. In this position you will respond to requests for research and issue resolution that require research time to resolve, thereby allowing front line associates to be available to clients. Issues may vary from basic and administrative to complex, technical or plan document related. Submits adjustments and determines appropriate corrective action to resolve issues and minimize impact to clients and E&O. May contact clients directly depending on work type and job level. Corrects system data as appropriate and recommends solutions for continuous improvement. Documents notes and outcomes in Clarify system. Meets internal SLAs for response times. Acts as key resource for internal and external business units. Acts as an SME or represent the business in projects and initiatives

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.

RESPONSIBILITIES:

• Receives requests for research and issue resolution via phone, email, Power Image, and Clarify queues from Service, Sales, Payroll, and Operations associates all through the workflow coordinator.
• Determines appropriate corrective action to resolve issues and minimize impact to clients. Corrects system data as appropriate.
• Documents notes and outcomes in Clarify system.
• Meets internal SLAs for response times.
• Performs duties of inbound Client Service Representative during peak periods.
• Successfully navigates through all systems and properly utilizes each system to its full potential i.e. Omni, Tops, Clarify, DBAL, ISview, AIS, ACTS, PES, E-Imaging, Plan Sponsor Website and LUMIN , KBASE, and Pristine warehouse.
• Exhibits understanding of and utilizes all payroll systems at the point of call.
• Is able to identify differences in payroll software including all PC payroll products including PCPW versions and Pay Expert.
• Demonstrates understanding of the process and is able to troubleshoot issues with Auto Enrollment, payroll feeds including mass process, import problems, fee disclosure, and web issues.
• Understands procedures for audit requests and reconciliation issues.
• Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).
• Effectively explains compliance testing, testing limits, coding, refund taxation to clients, and corrective actions to all tests including:
• Demonstrates an ability to reconcile Form 5500 and applicable schedules.
• Understands 401(k) rules and regulations including IRS and ERISA/DOL regulations.
• Competently explains processes and procedures with regards to loans and withdrawals including MRD’s, Death Payouts and QDRO’s, OFA, amendments and adjustments
• Exhibits understanding of product features and demonstrates strong technical expertise in all aspects of our products and services to (i.e. OFA, Small balance cash out, brokerage, accelerated money movement, loan DDL, co – fiduciary product, EBA, AE, etc..).
• Brings substantive conflict and disagreements into the open and attempts to resolve them, escalating them to management when appropriate.
• Makes procedural or process suggestions for achieving team goals/performing functions.
• Demonstrates proficiency in the use and application of systems needed to be effective and shares this knowledge with others.
• Develops and applies knowledge of the business, products, systems and technology, including updating procedures and LUMIN.
• Demonstrates possession of and uses cross-functional/ departmental knowledge.
• Exhibits working knowledge of 401k, call center, relationship management or similar experience.
• Explains to the client and internal associates how systems relate.
• Understands work flow, above average call handling, payroll feeds along with progressing technically.
• Escalates issues appropriately.
• Applies strategies where appropriate to clients for plan enhancements, additional business and overall retention and can discuss these benefits with the client.
• Provides a high level understanding of the types of investments in each retirement plan and be a conduit for client and associate questions.
• Has a clear understanding of ADP’s prototype plan document, adoption agreements and plan provisions including eligibility, vesting, Controlled Group Affiliated Service Group designations, Safe Harbor, and Employer match/NEC/DM.
• Exhibits understanding of amendment verses restatement procedures.
• Aptitude to grasp new concepts or tools by actively learning.
• Demonstrates commitment to action and risk tolerance.
• Makes decisions based on available resources, constraints and organizational values.
• Manages own wip bin and reviews the bins of others as needed: follows up with clients in a timely manner.
• Acts as knowledge resource for others by providing either informal or formal technical support/mentoring/coaching as needed.
• Demonstrates a thorough understanding and keeps abreast of current developments in the 401K industry, its trends, risks and opportunities–using various resources (i.e. Pension and ERISA Outline Book). Acts as an SME/Support structure on the TotalSource and Resource products.

QUALIFICATIONS REQUIRED:

• 1-3 years of experience in a client service environment required.
• Comfortable in a client-facing role with phone and email experience required

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Bachelor’s Degree or its equivalent in education and experience
• Major Area of Concentration in Math, Computer Science, Business, Accounting or related field
• ADP payroll and 401(k) experience
• Demonstrates strong oral/written communication skills.
• Demonstrates strong listening skills.
• Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
• Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
• Proficiency in using payroll and recordkeeping systems
• Ability to learn quickly, function in a fast paced environment, and work on multiple projects simultaneously.
• Proven relationship-building skills.
• Strong time-mgmt, organization and problem solving skills.
• Demonstrates strong presentation skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled survey’s, client visits and day-to-day interaction.

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.