Job Description

ADP is hiring a Customer Service Resolution 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, and CRM queues from internal (ie: Sales, Payroll, HRBP and Operations) and external (ie: Carriers, CPA/Wholesale and insureds) clients. .
* 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.
* Successfully navigates through all systems and properly utilizes each system to its full potential i.e. AOS, IS Apps, Vision, TOPS, FTS, RUN, Clarify, QBMS, Insureon, Carrier Websites, COGNOS and LUMIN.
* Exhibits understanding of and utilizes all systems at the point of call.
* Is able to identify differences in policy types, lines of business and payroll platform.
* Demonstrates understanding of the process and is able to troubleshoot issues with different stages of the policy cycle and payroll integration including: implementation, renewal, endorsements, audit, enrollment / terminations / life event changes, Pay-by-Pay, Advantage Bundles and Benefit Manager.
* Understands procedures for requests that include internal and external partners (ie: Team India and Carriers) and reconciliation issues. Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).
* Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).
* Effectively explains applicable insurance coverage and corrective action or adjustments required to ensure adequate coverage such as (but not limited to):
* Limits of Liability
* Waivers of Subrogation
* Employee Classification
* Experience Modification
* Summary of Benefits
* Waiting Periods
* Bill reconciliation
* Deductibles / Coinsurance
* Demonstrates an ability to reconcile state specific forms, applicable premium adjustments, and employer invoices.
* Understands State and Carrier rules and regulations including DOI legislation. Competently explains processes and procedures with regards to audit, remarketing, renewals, endorsements, claims, carrier non-payments and enrollments, terminations and life changes
* Exhibits understanding of product features and demonstrates strong technical expertise in all aspects of our products and services to (i.e. Pay by Pay, Deduction Management, Certificates of Insurance, etc.) adequately service our internal and external clients.
* 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.Brings substantive conflict and disagreements into the open and attempts to resolve them, escalating them to management when appropriate.
* Exhibits working knowledge of Property & Casulaty and Health Benefits Insurance, call centers, 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 insurance coverage enhancements, additional business and overall retention and can discuss these benefits with the client. Provides a high level understanding of the types of coverage in each line of business and be a conduit for client and particpant questions.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.
* Manages own wip bin and reviews the bins of others as needed: follows up with clients in a timely manner.
* 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.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

* Bachelor's Degree or its equivalent in education and experience
* Major Area of Concentration in Math, Computer Science, Business, Accounting or related field
* ADP payroll and 401(k) experience
* Demonstrates strong oral/written communication skills.
* Demonstrates strong listening skills.
* Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
* Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
* Proficiency in using payroll and recordkeeping systems
* Ability to learn quickly, function in a fast paced environment, and work on multiple projects simultaneously.
* Proven relationship-building skills.
* Strong time-mgmt, organization and problem solving skills.
* Demonstrates strong presentation skills.
* Ability to coordinate and take the lead on conference calls.
* Ability to gauge client satisfaction through scheduled survey's, client visits and day-to-day interaction.

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.