nas - wfn payroll hcm service Consultant iADP

Req Number: PHL16337
Category: Operations
Posted Date: August 23, 2023
The NAS WFN Payroll HCM Service Consultant supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for National Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties.
Works with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution. Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate.
Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region and for ADP, including identifying clients-at-risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.
• Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes in order to resolve client questions and/or problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues.
Ensures World Class Service satisfaction on each transaction. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that ADP is not exposed to financial risk and/or penalties. Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required.
Quotes the future resolution commitment to the client based on a clear evaluation of the open case.
Fresh Graduates are highly encouraged to apply.
Candidate must possess at least
High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor's Degree, any field
General business studies or technical equivalent work experience in payroll, HR or in a Call Center
At least 6 months to 1 year KPO/Shared Services experience, general office, customer service and/or data entry experience.
Above average verbal and written communications skills, analytical and problem solving skills.
Preferably with experience in using MS Office applications
Proven experience using the telephone in a high volume environment.
Basic knowledge of math, ability to work with numbers.
U.S. payroll knowledge is beneficial
Time management and organization skills
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:
ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity.
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