ADP Centralized Services Representative II in Tempe, Arizona

Centralized Services Representative II

Req Number:165867

Category:Operations

Posted Date:December 6, 2018

Work Location(s):Alpharetta,GA,US

Tempe,AZ

Aurora,CO

Miami,FL

Salem,NH

ADP is hiring a Centralized Services Representative II. In this position you will provide inbound support for client and technical problem resolution in order to ensure accuracy and timeliness of all payroll production. Resolve/research Amendment, Netsecure Report Request, and PTO issues Provide regional skills, process and booster training Provide support to all other internal associates to allow Regional TotalSource teams to service clients. Internal and external client facing. Resource for HRBPs, ESC, ISs, Payroll teams and Clients across all TS regions.

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.

RESPONSIBILITIES:

  • Insightful Expertise: Intermediate technical and functional knowledge of Payroll and other benefit services (Benefits, 401K,Tax, and Garnishments concepts in their relationship to payroll, PTO, and W2Cs.).

  • Tier 1 escalation for payroll team and inbound centralized services, tech support, or report requests support cases for internal, as well as external payroll issues. (Ex. Payroll issues, compliance issues, and all system issues etc).

  • Results Oriented: Client interaction and problem resolution as initiated by Team Lead, Manager, or Divisional Payroll

  • Executive:Monitor Tier 1 clarify cases, monitor and follow SLA’s for clarify cases.

  • Partner with all Functional Division Support teams-COG, Accounting, Risk and Benefits

  • Ensure adherence to business rules and SOX compliance initiatives

  • Update manager regarding potential client service issues for proactive treatment.

  • Training: Provide support for payroll staff with amendment "how to" questions.

  • Review report request, amendment and PTO request to ensure forms and supporting documentation are correct.

  • Work with regional payroll staff to enforce understanding of Out of Sequence payrolls, report availability, product availability, and quarter processing concepts.

  • Assist Regional Payroll Executive, Team Lead, or Divisional Payroll Executive by working with PSR and regional teams in client requests, gathering requirements and setting expectations

  • Work with regions on client survey resolution for PTO, W2Cs, Netsecure, and Transfer Issues.

  • Update manager regarding potential client service issues for proactive treatment.

  • Booster training of technical/ functional/ customer service skills; TotalSource wide Subject Matter Expert for PTO Accruals, Multi-Jurisdiction payrolls, reporting, and amendments.

  • Collaboration: Provide support for payroll staff with amendment "how to" questions.

  • Review amendment request to ensure forms and supporting documentation are correct.

  • Work with regional payroll staff to enforce understanding of Out of Sequence payrolls and quarter processing concepts.

  • Assist Regional Payroll Executive, Team Lead, or Divisional Payroll Executive by working with PSR to provide timely resolution of PTO, Amendment, W2C, Transfer, Reporting,and Netsecure Issues.

  • Assist division or region led projects in the payroll product area.

  • Support Payroll Products with Client and field Consult with client and gather requirements for report or product support that are inline with their industry, business practices and needs.

  • Develop and present options to client that increase value prop for TotalSource and provide clients with efficiency.

  • Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

  • 3 – 5 years of directly related experience as a Payroll Service Representative or Client Tech Support with proven proficiencies in TotalSource product and/or technical services.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • Bachelor’s Degree or its equivalent in education and experience with a Major Area of Concentration in Payroll, Business, Accounting, Technical

  • Expert in Microsoft Excel

  • Must be detail oriented

  • Ability to learn quickly

  • Proven proficiencies in prioritizing client issues, identifying critical client issues.

  • Identifying department training needs and process reengineering needs.

  • Effective communication skills required

  • A demonstrated proficiency in both time management and client conflict resolution necessary.

  • Ability to handle stress and multiple priorities

  • Ability to handle technical issues

Software in the Cloud. Experts on the Ground:

ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.