Job reference #6170_8469900

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.

Insightful expertise is a core value at ADP. In Major Accounts Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them – growing their business. We are a passionate partner committed to their success – and are looking for like-minded individuals who want to be part of our winning team.

Payroll at ADP. It’s where it all started for us 60+ years ago and we continue to break new ground as the global industry leader. As a Payroll Specialist at ADP, you can make it happen for clients large and small by ensuring their payroll gets done right – on time, the first time. You get to provide the expert support that makes our solutions stand out in an increasingly competitive global marketplace.

The MAS Payroll Senior Analyst supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution. Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region and for ADP, including identifying clients-at-risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.

• Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes in order to resolve client questions an/or problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. Ensures World Class Service satisfaction on each transaction. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that ADP is not exposed to financial risk and/or penalties. Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required. Quotes the future resolution commitment to the client based on a clear evaluation of the open case.
• Researches, designs and modifies complex mainframe features or software applications to meet the client’s specific needs for Tier II resolution. Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns. Implements additional non-billable features for clients by utilizing ADP systems/applications and understanding clients requirements and needs. Recommends software enhancements or product features and identifies client training opportunities if applicable.
• Maintain appropriate records of client contact through the CRM (ie. eAccess/Clarify). Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues. Ensures that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution. Maintains the service organization’s standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc.
• Receives training on products or applications and servicing skills to support the organization, clients and teammates. Remains proficient on current applications and related products/features (i.e., Payroll and/or HRIS) and learns future products and new tools as they are deployed. Continues to update knowledge through a wide variety of available resources to ensure familiarity on appropriate statutory laws or legislative rulings that impact clients. Completes new hire and ongoing training programs as designed.
• Particpates in regional and ADP client retention efforts, including helping to identify clients-at-risk. Handles critical and/or escalated client issues which may require working directly with additional ADP Service hubs (ie. TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction. Communicates directly with clients via phone, email and/or remote diagnositc tools to resolve these issues. Uses judgement and escalates unresolvable or concerning issues to a higher level support or to management as approprate.
• Mentor/coaches and assists in the training of less tenured or newly hired service associates on product knowledge, process and procedures and service skills.
• Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (ie. Solutions, Knowledge Base).

REQUIREMENTS:

• General business studies or technical equivalent work experience in payroll, HR or in a Call Center
• Associate degree required, Bachelor’s degree preferred
• Up to 1 year high volume, problem resolution, client services experience
• PC navigation skills; Microsoft Work / Excel / Outlook experience needed
• U.S. payroll knowledge is beneficial
• Time management and organization skills
• Problem solving and troubleshooting skills
• Probing and analysis skills preferred
• Excellent English verbal and written communication skills required.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.