Position Description
The Financial Services Call Centre is responsible for all Client facing aspects related to the servicing of our ADP Canada Money Movement product.
Administering approximately 100,000 calls annually (both inbound and outbound). The inbound calls pertain to banking and company level tax inquiries.
The outbound calls pertain to client follow up regarding outstanding service requests. They also manage any Admin Fee Credit requests and provide support for Employment Verification Services regarding onboarding and live client service.
The Financial Services Representative (FSR) is responsible for handling internal and external requests related to banking and company level tax inquiries in a centralized call centre environment, with the inbound component comprising roughly ¾ of the potential call volume.
The FSR is expected to 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.
Duties and Responsibilities
- Own the client experience, seek to provide a one-call resolution
- Coordinate client / internal requests for exceptions to payroll ( 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 ( best effort employee direct deposit recalls, accelerated employer refunds, NSF payrolls, etc).
- Complete Admin Fee Credit requests in a timely manner.
- Continually monitor and remain current on organizational / department initiatives / issues as they pertain to the business unit by attending and participating in ADP Projects, committees, meetings and presentations.
Qualifications
Education :
Post Secondary Education Preferred or equivalent business experience
Knowledge, Experience and Skills
Required :
- C. Literate (MS Office Intermediate on all components)
- Demonstrated ability to co-ordinate work initiatives with attention to detail and solution-orientated
- Proven ability to work well under pressure and work independently or as part of a team
- Experience in Call Centre environment
- Proven strength in customer service with a focus on making the client experience effortless
- Fluent in French and English
Preferred :
Minimum 1 Year business experience with a background in Financial Services and / or Customer Service
Attributes :
- Strong problem solving skills with ability to learn quickly
- Excellent communication skills
- Flexible and adaptable
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