Sr Client Svc & Prod Supt Spec

ADP is hiring a Sr Client Svc
- Prod Supt Spec-G21213 Basic Function

As a Sr Client Service and Product Specialist, you will be responsible for servicing Wisely Accounts and Wisely clients in a call center environment. You will provide support on client day-to-day operations and client initiatives.

• Maintain client relationships through processing of client requests, resolving inquiries, and ensuring key client and account information is accurate.
• Provide in-depth education and assistance on product features, functionality and product technical structure.
• Communicate effectively and develop excellent working relationships with colleagues in Client Service and partner teams such as Escalations and Operations.
• Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution.
• Act as first level support and subject matter expert for clients and other client service representatives.
• Respond to incoming calls, emails and chats from clients while providing resolution.
• Use CRM system to document client interactions and problem resolution.
• Ensure clients are aware of compliance guidelines with each interaction.
• Educate clients on product features and functionality.
• Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
• May provide training support for all new hire service personnel.
• May coordinate the rollout of client‑specific procedures within the service center.
• May help build and maintain knowledge sources.
• Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
• Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
• May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
• Provides research and consultative service support to internal and external clients.
• Ensure ADP’s compliance with regulatory (e.g., regulation
  
  E) and third‑party requirements.

• Knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.
• Escalate operational gaps or compliance concerns to management.
• Participate in compliance related training and communication programs, as needed.

• Perform other related duties and assignments as directed by management.
• Maintain and enhance knowledge on statutory changes.
• Maintain and enhance knowledge of ADP software platforms.

Documented procedures must be followed without impairing Wisely clients, their employees, and Payroll Regions, or causing financial exposure to Clients or ADP.

• 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.
• PC skills a must to include proficient use of various Windows Applications (e.g., Word, Excel).
• Must be able to work well under pressure while maintaining a professional demeanor.
• Ability to apply mathematical and accounting principles to resolve errors.
• Ability to multi‑task.
• Associate’s or bachelor's degree in business preferred.

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Best‑in‑class health benefits start on Day 1.
• Focus on mental health and well‑being.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities you live in.
• Company‑paid time off for volunteering on causes you care about.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions.

Compensation range: USD $16.35 – USD…