1st Level Support, ADP, Administrative Skills, Business Processes, Business Support, Channel Support, Customer Relations, Customer Service Operations, Customer Support/Service, Data Analysis, Data Collection, Develop and Maintain Customers, Government, Identify Issues, Microsoft Excel, Microsoft Outlook, Microsoft Product Family, Microsoft Word, Operations Processes, Options Analysis, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Development, Request for Information (RFI), Resolve Customer Issues, Root Cause Analysis, Service Delivery, Software Administration, Spreadsheets, Statistics, Team Player, Workflow Analysis
The Sr Client Service and Product Specialist performs business support work focused on servicing and administering abandoned retirement plans, primarily individual account plans such as 401(k) plans, when the plan sponsor can no longer be located, no longer exists, or is unable to maintain the plan. This role provides day-to-day client support and operational support tied to client initiatives.
This position is responsible for providing first-tier support to clients by responding to service inquiries, resolving issues, and supporting the application of established business processes and procedures. The role uses client service, administrative, data organization, coordination, and problem-solving skills to complete work within established procedures, while identifying and resolving typical issues in the work area.
Responsibilities
- Maintain client relationships by processing client requests, resolving inquiries, and ensuring key client and account information is accurate
- Provide prompt responses to client service inquiries through incoming calls, emails, and regular mail
- Maintain effective verbal and written communication with clients, colleagues, and partner teams
- Develop strong working relationships across Client Service and internal partner teams to support issue resolution and service delivery
- Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution
- Act as first-level support and subject matter expert for clients and other client service representatives
- Support application users through instruction, navigation, troubleshooting, maintenance, and evaluation of solutions and alternatives
- Work with internal support teams as needed to identify issue resolution
- Act as a liaison between clients and internal departments to communicate, research, and investigate client issues
- Analyze data and workflows to identify root causes, evaluate options, and recommend efficiencies
- Provide research and consultative support to internal and external clients
- Perform moderately complex clerical, administrative, and office support activities in accordance with established procedures
- Create spreadsheets, presentations, and other documents as directed
- Assemble and compile statistics and data from established sources
- Create formulas and formats of moderate complexity
- Organize correspondence and email and respond to requests for information
- Conduct outbound calls to clients, the Department of Labor, and other government agencies
- Provide support to leaders and the department as required
- Perform other related duties and assignments as directed by management
- Maintain and enhance knowledge of statutory changes and ADP software platforms
Qualifications Required
- Minimum of one year of experience in a similar environment
- Experience using Microsoft applications, including Excel, Word, and Outlook
- Strong organization skills
- Ability to work well under pressure while maintaining a professional demeanor
- Ability to follow established operating procedures and instructions
- Ability to work in a hybrid work environment (3 days in the office / 2 days at home)
- High school diploma or equivalent education and experience
A
Automatic Data Processing Inc
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
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.
10,000 employees or more
Management Consulting Services
https://jobs.adp.com/life-at-adp/