Client Service & Product Support Specialist / Banking Resolution

ADP•San Dimas, CA

7d•Hybrid

About The Position

This role is hybrid, working in the office 3 days per week and from home 2 days per week. The work hours will be an 8-hour shift beginning at 5am or 5:30am Monday thru Friday. In this role, you'll work to become a trusted advisor to solve clients' critical banking business challenges, leveraging your ADP product expertise. Unlock Your Career Potential: Customer Service at ADP. You make it happen by collaborating with clients and other ADP associates to ensure our products and services deliver winning results. You provide the accurate support that makes our integrated solutions stand out in an increasingly competitive global marketplace. The nature of what you do every day will not change – your #1 goal is to help clients. 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.

Requirements

At least 2-3 years of experience in a customer service environment, with proven ability to produce positive results
A strong focus on Client Satisfaction in a relevant industry, or direct banking experience working with a financial institution
Able to work an 8-hour shift that begins at 5am or 5:30am PST Monday thru Friday

Nice To Haves

Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
The ability to learn and apply basic concepts in new and more complex situations
Initiative to seek out answers, solutions, and positive outcomes for both the client and ADP
Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up in a timely manner
Proficiency in the latest web technologies and working knowledge of various operating systems
The ability to collaborate and work in a team environment as well as work independently while making sound decisions
Good knowledge of industry tools
Excellent analytical and time management skills
Negotiation and problem-solving skills
Excellent communication skills - both verbal and written including strong skills in persuasion and motive
Strong client relationship building skills

Responsibilities

Help our clients manage their business using our solutions, which could include troubleshooting and probing to resolve banking issues.
Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience.
Use specialized depth and/or breadth of expertise to service ADP's largest clients.
Interpret internal or external business issues and recommend solutions/best practices to ADP leadership and to clients.
Work independently to resolve issues and provide solutions, with guidance in only the most complex situations.
Share knowledge and best practices with less experienced Consultants and Specialists.
Work pro-actively with clients to provide information, best practices and training on ADP solutions.
Research, analyze, respond to and resolves banking-related inquiries in a timely, high quality manner.
Monitor and assist in the timely resolution of USMM errors.
Perform banking updates and changes accurately with zero tolerance for errors.
Adhere to a daily schedule and organize yourself to deal with a high volume of cases.