Financial Services Representative

ADP is hiring a Financial Services Representative.

• Handle internal and external requests in a centralized call centre environment, with inbound calls comprising roughly ¾ of the potential call volume.
• Provide service excellence to both internal and external clients by processing requests accurately and professionally in adherence with ADP/Government Agency/Financial Partners’ outlined policies.
• Own the client experience, striving for one‑call resolution.
• Field inbound requests via call (≈50 per day), chat (10‑20 per day), and other channels in a timely manner.
• Coordinate client/internal requests for exceptions to payroll (e.g., stop payments on cheques/recalls on direct deposits).
• Respond to client/internal inquiries regarding employees that did not get paid and debits/credits to client’s account from ADP.
• Coordinate client/internal requests for tax adjustments and changing tax business numbers, rates or frequencies.
• Respond to client/internal inquiries regarding notices from tax authorities.
• Collaborate within the call centre to ensure KPIs are maintained/exceeded while providing service excellence and an effortless client experience.
• Resolve/escalate as required any emergency banking or company‑level tax situations (e.g., best effort employee direct deposit recalls, accelerated employer refunds, NSF payrolls, etc).
• Continually monitor and remain current on organisational/department initiatives/issues as they pertain to the business unit by attending and participating in ADP Projects, committees, meetings and presentations.

• Qualifications
  • Fluent in French and English (required).
  • Proven strength in customer service with a focus on making the client experience effortless.
  • Excellent time‑management skills.
  • Aptitude to learn new software applications.
  • Ability to work well under pressure and work independently or as part of a team.
  • Solid attention to detail.
  • Strong communication – written and oral.
  • Quebec candidates: use of the English language is also required for Quebec‑based roles.
• Bonus points
  • Post‑secondary diploma or equivalent.
  • 1–2 years customer service experience.

• Focus on mental health and well‑being with support and resources.
• Commitment to giving back and making a positive impact on communities.
• Ongoing training and development opportunities and a tuition reimbursement program.
• Innovation and problem‑solving in a future‑of‑work environment.
• Flexibility to balance work and personal time.
• Global operations and networking opportunities.
• Access to Business Resource Groups to connect with diverse networks.

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, colour, 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.