Client Service & Product Support Advisor

ADP•San Dimas, CA

About The Position

ADP is hiring an Client Service - Fraud Support. This position is responsible for ensuring ADP’s compliance with regulatory (e.g., regulation E) and third-party requirements. The role involves identifying, researching, and resolving complex issues related to credit and debit fraud, disputes, and chargebacks. The advisor will analyze and manipulate data to make recommendations for improvement and solutions, create quality reports for operational efficiencies, and assist with escalated client issues. The ideal candidate builds rapport, establishes trust, and demonstrates professionalism with clients. There is an opportunity to continually upgrade knowledge and skills related to new and existing products to increase proficiency in technical and operational support, enabling effective troubleshooting, replication, and resolution of client issues. The company fosters an inclusive environment with a culture of collaboration and belonging.

Requirements

Knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.
Ability to escalate operational gaps or compliance concerns to management.
Willingness to participate in compliance related training and communication programs, as needed.
At least three through five years of experience in a customer service environment.
Possess the skills to do the job (a college degree is not required).
Military Experience is valued for the discipline, commitment, and problem-solving abilities developed.

Responsibilities

Ensure ADP’s compliance with regulatory (e.g., regulation E) and third-party requirements.
Identify, research and resolve complex issues related to credit and debit fraud, disputes and chargebacks.
Analyze and manipulate data from a variety of sources and make recommendations for improvement and solutions.
Seek timely and reasonable solutions.
Create quality and effective reports to drive operational efficiencies.
Assist with escalated client issues.
Help clients through relationship building to research, analyze and determine resolution to issues.
Partner with multiple business units and teams for troubleshooting and delivering a seamless client experience.
Continually upgrade knowledge and skill base relating to both new and existing products to increase proficiency in a technical and operational support capability.
Remain current with emerging technology in order to provide technical and operational support for new product rollouts and/or existing offerings.
Remain proficient on networks, operating systems, hardware, software, databases, Internet and related products.
Adhere to a daily schedule and organize yourself to deal with a high volume of inbound escalations/issues.