Resolution Support Specialist; FINRA

ADP is hiring a Resolution Support Specialist I. In this position you will respond to requests for research and issue resolution that require research time to resolve, thereby allowing front line associates to be available to clients. In addition you will work on special projects that support client satisfaction and retention.

To succeed 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 inquiries, and use solid decision making to determine the best path to resolution.

You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.

You must have the ability to flex and adapt in this role. You thrive in an environment where you set priorities, organize your day, multi‑task, change direction, and provide prompt follow‑up.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

• You adhere to a daily schedule and organize yourself to deal with a high volume of different tasks.
• Receives requests for research and issue resolution via phone, email or queue.
• Determines appropriate corrective action to resolve issues and minimize impact to clients.
• Managing your own caseload and follow up, while adhering to internal SLAs for response times.
• Performs duties of inbound Client Service Representative or Sales Support Specialist during peak periods.
• Helps onboard new clients with a focus on driving positive client satisfaction surveys
• Performs proactive check‑ins with clients via email and phone calls.
• Successfully navigates through all systems and properly utilizes each system to its full potential i.e. Omni, Tops, CEH, DBAL, PES, Plan Sponsor Website, Admin Web, RUN.
• Utilizes de‑escalations skill to resolve issues, escalating them to management when appropriate.
• Suggests and implements procedural and process changes for achieving team goals/performance functions.
• Building rapport, establishing trust and shining with professionalism on every interaction
• Aptitude to grasp new concepts or tools by actively learning.
• Makes decisions based on available resources, constraints and organizational values.
• You should be available to work overtime hours during peak times
• Performs other related duties as assigned

• 1 year experience in a client service call center environment required.
• FINRA 6 & 63 required

A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem‑solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.

Florham Park, New Jersey, United States

Allentown, PA, United States

El Paso, TX, United States

Louisville, Kentucky, United States

Dallas, TX, United States