Financial Services Representative

Socket.dev; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

ADP is hiring a Financial Services Representative to handle internal and external requests in a centralized call center. You will process inquiries accurately, ensuring a smooth client experience with emphasis on one-call resolution.

You will manage diverse channels, coordinate payroll exceptions and tax adjustments, and collaborate to meet KPIs while maintaining professional client communication.

Qualifications

• Proven strength in delivering effortless client experiences.
• Excellent time management and prioritization.
• Ability to learn new software quickly and adapt to change.
• Capable of working under pressure, independently or in a team.
• Strong attention to detail and clear communication.

Responsibilities

• Own the client experience and strive for one-call resolution.
• Field inbound requests via call, chat, and other channels in a timely manner.
• Coordinate client/internal requests for payroll exceptions.
• Respond to inquiries about employees not paid and related debits/credits.
• Coordinate tax adjustments and changes to tax numbers, rates or frequencies.
• Respond to notices from tax authorities.
• Collaborate within the call centre to maintain/exceed KPIs with service excellence.
• Resolve/escalate emergency banking or company-level tax situations.
• Monitor and stay current on initiatives by attending projects and meetings.

Skills

Bilingual – French & English

Customer service

Time management

Aptitude to learn software

Under pressure / independent or team

Attention to detail

Written & oral communication

Education

Post-secondary diploma or equivalent

Job description

ADP is hiring a Financial Services Representative

• Are you looking to grow your careerin an agile, dynamicenvironment with plenty of opportunities to progress?
• Do you want to continuously learnthrough ongoing training, development, and mentorship opportunities?
• Are you looking to be yourselfin 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 aFinancial 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 backandgenerating a lasting, positive impactupon 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.
• Belongby joining one of ten Business Resource Groupstoconnect globally with networks and allies who share common interests and experiences.

What are you waiting for?