Customer Support Specialist I

ADP is hiring a Customer Support Specialist I. In this position you will respond to requests for research and issue resolution that require research time to resolve, thereby allowing front line associates to be available to clients. Issues may vary from basic and administrative to complex, technical or plan document related. Submits adjustments and determines appropriate corrective action to resolve issues and minimize impact to clients and E&O. May contact clients directly depending on work type and job level. Corrects system data as appropriate and recommends solutions for continuous improvement. Documents notes and outcomes in Clarify system. Meets internal SLAs for response times. Acts as key resource for internal and external business units. Acts as an SME or represent the business in projects and initiatives

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.

RESPONSIBILITIES:

• Receives requests for research and issue resolution via phone, email, Power Image, and Clarify queues from Service, Sales, Payroll, and Operations associates all through the workflow coordinator.
• Determines appropriate corrective action to resolve issues and minimize impact to clients. Corrects system data as appropriate.
• Documents notes and outcomes in Clarify system.
• Meets internal SLAs for response times.
• Performs duties of inbound Client Service Representative during peak periods.
• Exhibits understanding of and utilizes all payroll systems at the point of call.
• Demonstrates understanding of the process and is able to troubleshoot issues with Auto Enrollment, payroll feeds including mass process, import problems, fee disclosure, and web issues.
• Understands procedures for audit requests and reconciliation issues.
• Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).
• Demonstrates an ability to reconcile Form 5500 and applicable schedules.
• Understands 401(k) rules and regulations including IRS and ERISA/DOL regulations.
• Exhibits understanding of product features and demonstrates strong technical expertise in all aspects of our products and services to (i.e. OFA, Small balance cash out, brokerage, accelerated money movement, loan DDL, co - fiduciary product, EBA, AE, etc..).
• Brings substantive conflict and disagreements into the open and attempts to resolve them, escalating them to management when appropriate.
• Makes procedural or process suggestions for achieving team goals/performing functions.
• Demonstrates proficiency in the use and application of systems needed to be effective and shares this knowledge with others.
• Develops and applies knowledge of the business, products, systems and technology, including updating procedures and LUMIN.
• Demonstrates possession of and uses cross-functional/ departmental knowledge.
• Exhibits working knowledge of 401k, call center, relationship management or similar experience.
• Explains to the client and internal associates how systems relate.
• Understands work flow, above average call handling, payroll feeds along with progressing technically.
• Escalates issues appropriately.
• Applies strategies where appropriate to clients for plan enhancements, additional business and overall retention and can discuss these benefits with the client.
• Provides a high level understanding of the types of investments in each retirement plan and be a conduit for client and associate questions.
• Has a clear understanding of ADP's prototype plan document, adoption agreements and plan provisions including eligibility, vesting, Controlled Group Affiliated Service Group designations, Safe Harbor, and Employer match/NEC/DM.
• Exhibits understanding of amendment verses restatement procedures.
• Aptitude to grasp new concepts or tools by actively learning.
• Demonstrates commitment to action and risk tolerance.
• Makes decisions based on available resources, constraints and organizational values.
• Acts as knowledge resource for others by providing either informal or formal technical support/mentoring/coaching as needed.
• Demonstrates a thorough understanding and keeps abreast of current developments in the 401K industry, its trends, risks and opportunities--using various resources (i.e. Pension and ERISA Outline Book). Acts as an SME/Support structure on the TotalSource and Resource products.

QUALIFICATIONS REQUIRED:

• 1 year experience in a client service environment required.
• Comfortable in client-facing role answering phone and email queries