Resolution Support Specialist II - Internal Partner Support

ADP is hiring a Resolution Support Specialist II – Internal Partner Support

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?

• Are you empathetic to client needs, the people you work with, and internal partners to drive success?

• Are you looking for an inclusive environment with a culture of collaboration and belonging?

Well, this may be the role for you. Ready to make your mark?

As a Resolution Support Specialist II– Internal Partner Support, you'll be the subject matter expert to clients and internal partners to resolve issues and build strong relationships. You will serve as the central hub for client inquires and issues from key internal partners by providing real-time responses, guidance, and exceptional service. You carry the weight of ADP’s client satisfaction in your hands. Your priority in this role will be working to develop our RS Post Sales Helpdesk to new partners, so experience working with Sales reps and/or client services experience will be vital.

In this role, you will provide consistent, high-quality service by triaging incoming questions and requests, handling or routing tasks to the appropriate team, and ensuring seamless issue resolution by liaising with other departments. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. FINRA is not required for this role/team.

To thrive in this role, you must be comfortable working in a fast based environment where adaptability, responsiveness, and empathy are must-haves. Over the phone and in writing, your communication style is clear and easy for our clients and internal partners to understand and act on. You will need to balance your workload, handle back-to-back inquires, and use solid decision making to determine the best path to resolution. In return, you can expect job satisfaction by being the one person who saves the day for our clients and partners.

What you can expect on a typical day:

• Build Relationships: You will build relationships with clients and partners using the phone, email, and/or chat, where you will strive to exceed expectations in every interaction. You place a strong focus on client satisfaction.

• Be a Trusted Advisor and Problem Solver: You will use your wide breadth of expertise of ADP’s products and services to answer questions, resolve issues, and provide solutions. You will take the initiative to seek answers and positive outcomes. You're a problem solver who can find an answer, or a solution, for time-sensitive issues and meet deadlines.

• Flex and Adapt. You thrive in an environment where you set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.

TO SUCCEED IN THIS ROLE:

• At least 2 years+ of client service and/or call center experience/sales helpdesk experience

• Proven proficiency in prioritizing critical client issues and managing workflow.

• Exceptional communication that is clear and easy for our clients to understand and act on. You will need to communicate clearly and quickly to summarize a problem and explain a solution.

• Proficient in using Retirement Services systems, Microsoft Office tools, as well as have excellent analytical and time management skills.

• Working knowledge of retirement/401(k) plans and ADP products.