Compliance Solutions Agency Comms Agency Communication Support

Overview

Inbound calls half of the shift. Work with Agencies and OTC Analysts in dispatching cases to the appropriate department. OTC should utilize Agency Comm when assessing single client issues that need resolution. The internal email address used by OTC, , will send an automated email with the SR number assigned. The external email address, , has an SLA for a created SR of 2 business days, at which time the SR is assigned to the appropriate queue. Meeting service SLA to reduce the time a case remains open or unassigned.

• Handle inbound calls as part of a business shift.
• Collaborate with Agencies and OTC Analysts to dispatch cases to the correct department.
• Utilize Agency Comm for assessing single client issues needing resolution.
• Track SR creation and assignment via internal and external emails; ensure SRs are assigned within SLA.
• Monitor and support service SLAs to minimize open or unassigned cases.

• At least 1 year in a customer service environment, with proven ability to produce positive results.
• Strong focus on client satisfaction in a relevant industry or as an HR/HRIS practitioner with systems experience.
• At least 1 year of professional consulting experience or equivalent experience as a practitioner in a systems-related organization.
• Strong client relationship and case management skills.
• Comfortable working in a performance-based and structured environment with high ethical standards.
• Ability to demonstrate learning agility and critical thinking; experience with sophisticated Human Capital (HR, Payroll, Tax, etc.) and software concepts in classroom and hands-on settings.
• Ability to learn and apply basic concepts in new situations; initiative to seek answers and positive outcomes for clients and ADP.
• Organizational skills to multi-task, set priorities, and follow up in a timely manner.
• Proficiency in the latest web technologies and working knowledge of various operating systems.
• History of successful performance in roles such as Service/Implementation Support Coordinator, Service/Implementation Specialist, Tax Service Coordinator, or Account Executive.
• Ability to collaborate in a team environment as well as work independently and make sound decisions.
• Good knowledge of industry tools and excellent analytical and time management skills.
• Excellent verbal and written communication skills.
• Bachelor’s degree or equivalent in education and experience.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax, and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We have been recognized for our work by many esteemed organizations.

ADP is committed to an inclusive, diverse and equitable workplace and to providing equal employment opportunities regardless of protected characteristics including race, color, genetic information, creed, national origin, religion, sex, sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based on ADP’s operating needs and applicant merit including qualifications, experience, ability, availability, cooperation, and job performance.

ADP has a history of conducting business with the highest ethical standards and full compliance with all applicable laws. We expect our people to uphold our values with integrity and to foster an honest and respectful workplace. Learn more about ADP’s culture and values.