ADP

About ADP

Position Summary The Financial Services Call Centre is responsible for all Client facing aspects related to the servicing of our ADP Canada Money Movement product. Administering approximately 100,000 calls annually (both inbound and outbound). The inbound calls pertain to banking and company level tax inquiries. The outbound calls pertain to rejected/returned direct deposit notifications and client follow up regarding outstanding service requests. They also manage any Admin Fee Credit requests and provide support for Employment Verification Services regarding onboarding and live client service. The Financial Services Representative (FSR) is responsible for handling internal and external requests related to banking and company level tax inquiries in a centralized call centre environment. Interacting with other departments in ADP, the role of a FSR is to handle both inbound and outbound calls with the inbound component comprising roughly ¾ of the potential call volume. The FSR is expected to provide service excellence to both internal and external clients by processing requests accurately and professionally in adherence with ADP/Government Agency/Financial Partners' outlined policies. Please note: This is a Part-time position that will provide between 20-22.5 hours per week, based on a schedule agreed upon by you and your Manager. The operation hours for the Center are Monday to Friday, between 8:00am and 8:00pm Eastern Time. Duties and Responsibilities 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. Notify clients of employee rejected/returned/traced direct deposit responses. 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). Complete Admin Fee Credit requests in a timely manner. Provide support for Employment Verification Services regarding onboarding and live client service. 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. Qualifications Education: Post Secondary Education Preferred or equivalent business experience Knowledge, Experience and Skills Required: C. Literate (MS Office - Intermediate on all components) Demonstrated ability to co-ordinate work initiatives with attention to detail and solution-orientated Proven ability to work well under pressure and work independently or as part of a team Experience in Call Centre environment Proven strength in customer service with a focus on making the client experience effortless The flexibility to work a shift schedule that would fall between the hours of 8:00am and 8:00pm Eastern Time Preferred: Minimum 1 Year business experience with a background in Financial Services and/or Customer Service Preference will be given to candidates that are fluent in both French and English Attributes: Strong problem solving skills with ability to learn quickly Excellent communication skills Flexible and adaptable NOTE TO APPLICANTS: Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check. We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity. 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, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Company Info

Legal Form: SA

Company Type: Public

Company Size: 5001 - 10000

Revenue: 5 - 25 million (USD)

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Job Ads found: 24303

Job Ads per Month: 623.2

Hiring Locations: 330

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