Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Sr Client Svc & Prod Supt Spec
Location: San Dimas, California, United States
Employment Type: FULL_TIME
Salary: USD $16.35 - USD $33.17 / Hour
Responsibilities
As a Sr Client Service and Product Specialist, you will be responsible for servicing Wisely Accounts and Wisely clients in a call center environment. Your role will involve:
- Maintaining client relationships through processing of client requests, resolving inquiries, and ensuring key client and account information is accurate.
- Providing in-depth education and assistance on product features, functionality, and product technical structure.
- Communicating effectively and developing excellent working relationships with colleagues within Client Service and in partner teams such as Escalations, Operations, etc.
- Managing and escalating requests appropriately while maintaining ownership of the client interaction and delivery solution.
- Acting as first-level support and subject matter expert for clients and other client service representatives.
- Responding to incoming calls, emails, and chats from clients while providing resolution.
- Using the CRM system to document client interactions and problem resolution.
- Ensuring clients are aware of compliance guidelines with each interaction.
- Educating clients on product features and functionality.
- Possessing detailed knowledge of policies and procedures with a broad understanding of the client operation.
- Providing training support for all new hire service personnel.
- Coordinating the rollout of client-specific procedures within the service center.
- Helping build and maintain knowledge sources.
- Acting as a liaison between clients and internal departments to communicate, research, and investigate client issues.
- Analyzing data and workflows to determine root causes and make recommendations to gain efficiency.
- Negotiating with clients to reach a satisfactory conclusion from a business/client perspective.
- Providing research and consultative service support to internal and external clients.
Compliance Responsibilities:
- Knowledge of privacy and security protocols, identifying fraudulent activity, and compliance with applicable laws and regulations.
- Escalating operational gaps or compliance concerns to management.
- Participating in compliance-related training and communication programs, as needed.
Requirements
- Minimum of two years of high-volume client service and/or call center experience within an Insurance/Financial Institution.
- Excellent oral and written communication skills.
- Proficiency in using various Windows Applications (e.g., Word, Excel).
- Ability to work well under pressure while maintaining a professional demeanor.
- Ability to apply mathematical and accounting principles to resolve errors.
- Ability to multitask.
- Associate's or bachelor's degree in business preferred.
We Offer
- Be yourself in a culture that values equity, inclusion, and belonging.
- Belong by joining one of nine Business Resource Groups.
- Grow your career in an agile, dynamic environment.
- Continuously learn through ongoing training, development, and mentorship opportunities.
- Best-in-class benefits starting on Day 1.
- Focus on your mental health and well-being.
- Join a company committed to giving back and generating a lasting, positive impact.
- Get paid to pay it forward with company-paid time off for volunteering.
About the Company
We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax, and benefits administration. We are 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.
Ready to #MakeYourMark? Apply now!
To learn more about Client Services at ADP, watch here: ADP Client Services Videos
Diversity, Equity, Inclusion - Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status.
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 ADP's Culture and Values to learn more.