Client Service & Product Support Specialist / Banking Resolution

adpinternalcareers; San Dimas (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ADP is seeking a Sr. Banking Resolution Consultant to assist clients with banking challenges using ADP solutions. The position is hybrid, requiring in-office work 3 days per week and remote work 2 days per week, with an 8-hour shift beginning at 5am or 5:30am PST.

As a trusted advisor, you will resolve issues, provide guidance, and collaborate with ADP associates to deliver exceptional client experiences while maintaining high ethical standards.

Qualifications

• 2-3 years of customer service experience.
• Strong focus on client satisfaction in banking or financial services.
• Able to work an 8-hour shift starting at 5am PST.
• Comfortable in a performance-based, structured environment with high ethical standards.
• Excellent communication, verbal and written skills.

Responsibilities

• Help clients manage their business using ADP solutions and troubleshoot banking issues.
• Service ADP's largest clients with depth of expertise.
• Interpret business issues and recommend best practices to ADP leadership and clients.
• Work independently to resolve issues with guidance only in complex situations.
• Share knowledge and best practices with less experienced consultants.

Skills

Customer service experience

Communication skills

Analytical skills

Time management

Problem solving

Negotiation

Client relationship building

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. In this role,you'll work to become a trusted advisor to solve clients' critical banking business challenges, leveraging your ADP product expertise.

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 solutionsResearch, 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 systems
• The 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.