Financial Services Representative

ADP•Dartmouth, NS

5d•Onsite

About The Position

ADP is hiring a Financial Services Representative. This role is ideal for someone looking to grow their career in an agile, dynamic environment with opportunities for progression, continuous learning through training, development, and mentorship, and a culture that values equity, inclusion, and belonging. As a Financial Services Representative, you will handle internal and external requests in a centralized call center, with inbound calls making up approximately 75% of the volume. The FSR is expected to provide excellent service by processing requests accurately and professionally, adhering to ADP/Government Agency/Financial Partners’ policies. Success in this role requires comfort with numbers and results, a willingness to learn and adapt to change, strong client connection skills, clear and concise communication (written and verbal), and a focus on client satisfaction scores in a fast-paced environment.

Requirements

Bilingual – French and English.
Proven strength in customer service with a focus on making the client experience effortless
Excellent time management skills.
Aptitude to learn new software applications.
Proven ability to work well under pressure and work independently or as part of a team
Strong attention to detail.
Strong communication – written and oral.
Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

Nice To Haves

Post-secondary diploma or equivalent
1-2 years customer service experience

Responsibilities

Own the client experience, strive for one-call resolution
Field inbound requests via call (50 per day), chat (10-20 per day) and other channels in a timely manner
Coordinate client/internal requests for exceptions to payroll (i.e. stop payments on cheques/recalls on direct deposits).
Respond to client/internal inquiries regarding employees that did not get paid and debits/credits to client’s account from ADP.
Coordinate client/internal requests for tax adjustments and changing tax business numbers, rates or frequencies.
Respond to client/internal inquiries regarding notices from tax authorities.
Collaborate within the call centre to ensure KPIs are maintained/exceeded while providing service excellence and an effortless client experience.
Resolve/escalate as required any emergency banking or company level tax situations (i.e. best effort employee direct deposit recalls, accelerated employer refunds, NSF payrolls, etc).
Continually monitor and remain current on organizational/department initiatives/issues as they pertain to the business unit by attending and participating in ADP Projects, committees, meetings and presentations.