Financial Services Representative

ADP; Toronto; On-site; CAD 45,000 - 72,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Matched Retirement Savings

Wellness Program

Short- and Long-Term Disability

Holidays

Personal Days & Vacation

Paid Volunteer Time Off

Job summary

ADP in Ontario is hiring a Financial Services Representative to handle client requests in a centralized call center, 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.

Qualifications

• Bilingual – French and English.
• Proven strength in customer service with a focus on making the client experience effortless.
• Excellent time management skills.
• Aptitude to learn new software applications.
• Proven ability to work well under pressure and work independently or as part of a team.
• Strong attention to detail.
• Strong communication – written and oral.
• Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

Responsibilities

• Own the client experience, strive for one-call resolution
• Field inbound requests via call (50 per day), chat (10-20 per day) and other channels in a timely manner
• 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.
• 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).
• 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.

Skills

Bilingual French English

Customer service

Time management

Aptitude to learn software

Work under pressure

Attention to detail

Written and oral communication

Education

Post-secondary diploma or equivalent

Job description

ADP is hiring a Financial Services Representative

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
• Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

As a Financial Services Representative, you'll be responsible for handling internal and external requests in a centralized call center environment, 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.

To do well in this job, you need to be at ease in a setting where numbers and results matter. You're excited to learn new things and can handle changes easily. You connect well with clients, building trust and displaying professionalism. Whether speaking on the phone or writing, your communication is clear and easy for clients to understand and act upon. Because of this, you take pride in your client satisfaction scores. You feel comfortable working in a fast-paced environment.

What You’ll Do

What you can expect on a typical day:

• Own the client experience, strive for one-call resolution
• Field inbound requests via call (50 per day), chat (10-20 per day) and other channels in a timely manner
• 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.
• 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).
• 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.

TO SUCCEED IN THIS ROLE

Requirements

• Bilingual – French and English.
• Proven strength in customer service with a focus on making the client experience effortless
• Excellent time management skills.
• Aptitude to learn new software applications.
• Proven ability to work well under pressure and work independently or as part of a team
• Strong attention to detail.
• Strong communication – written and oral.
• Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

Bonus Points For These

• Post-secondary diploma or equivalent
• 1-2 years customer service experience

You’ll Love Working Here Because You Can

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions.

We offer the following benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Matched Retirement Savings
• Wellness Program
• Short-and Long-Term Disability
• Charitable Contribution Match
• Holidays
• Personal Days & Vacation
• Paid Volunteer Time Off
• and more

The compensation for this role is CAD $45,000.00 - CAD $71,900.00 / Year*

• Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

In Ontario and/or British Columbia (where applicable), the range shown represents the expected total compensation, including vacation pay and bonus at target. Although bonus has been calculated as part of the expected annual compensation for this role, bonus pay is based on several factors, including but not limited to business performance, individual annual performance, and company guidelines.

A little about ADP

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.