Client Service & Product Support Specialist / Banking Resolution

ADP, Inc.; San Dimas (CA); On-site; USD 25,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Matched Retirement Savings

Wellness Program

Short-and Long-Term Disability

Charitable Contribution Match

Holidays & Personal Days

Volunteer Time Off

Job summary

ADP, Inc. is seeking a Sr. Banking Resolution Consultant to join our client-focused support team. This hybrid role requires three days in the office and two days remote, with an 8-hour shift starting at 5am or 5:30am PST.

You will help clients manage banking solutions, troubleshoot issues, and collaborate with multiple ADP units to ensure a seamless client experience. The role emphasizes proactive communication, problem solving, and training to elevate client satisfaction.

Qualifications

• At least 2-3 years of experience in a customer service environment.
• Strong focus on client satisfaction or direct banking experience with a financial institution.
• Ability to work an 8-hour shift starting at 5:00–5:30 AM PST, Monday to Friday.

Responsibilities

• Assist clients in managing their banking solutions, troubleshooting, and problem resolution.
• Collaborate with multiple business units to deliver a seamless client experience.
• Apply depth of expertise to service large ADP clients and provide best-practice recommendations.
• Work independently to resolve issues with guidance only on the most complex cases.
• Share knowledge with less experienced colleagues and provide training as needed.
• Proactively provide information, best practices, and training on ADP solutions.

Skills

Customer service experience

Banking experience

Communication skills

Problem-solving

Team collaboration

Job description

ADP is hiring a Sr. Banking Resolution Consultant.

This role is hybrid, working in the office 3 days per week and from home 2 days per week.

The work hours will be an 8-hour shift beginning at 5am or 5:30am Monday thru Friday.

Unlock Your Career Potential: Customer Service at ADP.

You make it happen by collaborating with clients and other ADP associates to ensure our products and services deliver winning results. You provide the accurate support that makes our integrated solutions stand out in an increasingly competitive global marketplace.

The nature of what you do every day will not change – your #1 goal is to help clients. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success!

To thrive in this role, you have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

What you’ll do:

What you can expect on a typical day:

• You will help our clients manage their business using our solutions, which could include troubleshooting and probing to resolve banking issues. Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience.
• Use specialized depth and/or breadth of expertise to service ADP's largest clients.
• Interpret internal or external business issues and recommend solutions/best practices to ADP leadership and to clients.
• Work independently to resolve issues and provide solutions, with guidance in only the most complex situations.
• Share knowledge and best practices with less experienced Consultants and Specialists.
• Work pro-actively with clients to provide information, best practices and training on ADP solutions Research, analyze, respond to and resolves banking-related inquires in a timely, high quality manner.
• Monitor and assist in the timely resolution of USMM errors.
• Perform banking updates and changes accurately with zero tolerance for errors.
• Adhere to a daily schedule and organize yourself to deal with a high volume of cases.

TO SUCCEED IN THIS ROLE:

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• At least 2-3 years of experience in a customer service environment, with proven ability to produce positive results
• A strong focus on Client Satisfaction in a relevant industry, or direct banking experience working with a financial institution
• Able to work an 8-hour shift that begins at 5am or 5:30am PST Monday thru Friday

Bonus points for these:

• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• The ability to learn and apply basic concepts in new and more complex situations Initiative to seek out answers, solutions, and positive outcomes for both the client and ADP
• Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up in a timely manner
• Proficiency in the latest web technologies and working knowledge of various operating systemsThe ability to collaborate and work in a team environment as well as work independently while making sound decisions
• Good knowledge of industry tools
• Excellent analytical and time management skills
• Negotiation and problem-solving skills
• Excellent communication skills - both verbal and written including strong skills in persuasion and motive
• Strong client relationship building skills

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impacton the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

#LI-Hybrid

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 USD $18.56 - USD $34.66 / Hour*
*Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

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.