Senior Resolution & Client Success Specialist

adpinternalcareers; El Paso (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

ADP is hiring a Resolution Support Specialist III to address research and issue resolution needs, enabling front-line associates to serve clients efficiently. You will navigate multiple payroll and benefit platforms, determine corrective actions, and document outcomes to drive continuous improvement.

You will act as an SME across TotalSource and Resource products, support internal business units, and ensure adherence to SLAs while communicating complex payroll concepts to clients and colleagues.

Qualifications

• Strong oral and written communication skills.
• Bachelor's degree or equivalent; major in a related field preferred.
• Proficiency with payroll and recordkeeping systems.
• Ability to learn multiple proprietary tooling (Omni Plus, Power Image, Clarify).

Responsibilities

• Responds to research and issue resolution requests via multiple channels.
• Determines corrective actions to resolve issues and minimize client impact.
• Documents notes and outcomes in Clarify system.
• Meets internal SLAs for response times.
• Acts as SME for TotalSource and Resource products and cross-functional teams.
• Reconciles Form 5500 and related schedules when needed.
• Explains payroll processes and plan provisions to clients and internal staff.

Skills

Communication skills

Payroll/recordkeeping systems

Problem solving

Multi-system navigation

Education

Bachelor's degree or equivalent

Tools

Omni Plus

Power Image

Clarify

Job description

ADP is hiring a Resolution Support Specialist III to address research and issue resolution needs, enabling front-line associates to serve clients efficiently. You will navigate multiple payroll and benefit platforms, determine corrective actions, and document outcomes to drive continuous improvement.

You will act as an SME across TotalSource and Resource products, support internal business units, and ensure adherence to SLAs while communicating complex payroll concepts to clients and colleagues.