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Account Manager III - TotalPay Card Service Team

at ADP

Posted: 11/27/2019
Job Status: Full Time
Job Reference #: 186176
Keywords:

Job Description

Unlock Your Career Potential: Customer Service at ADP. It's all about enabling our customers to be more effective employers. Our Customer Service team makes it happen by collaborating with customers and other ADP colleagues to ensure our products and services deliver winning results. Did you know that the vast majority of our customers are not only satisfied, they'd recommend ADP to someone else? You will be the one providing the on-the-spot support that makes our integrated solutions stand out in today's increasingly competitive global marketplace.

ADP is hiring an Account Manager.   
As Senior Account Manager, you will be responsible for servicing a portfolio of Wisely Accounts, Global Cash Cards Accounts and Distribution top revenue clients within Wage Payments. in a call center environment. In this role, you will provide clients with industry best practices and strategic input, while partnering with the client.

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, and Social Responsibility.

RESPONSIBILITIES:
  • Act as a subject matter expert for clients and internal clients and other account managers.
  • Ability to effectively prioritize issues and projects while working independently.
  • Professionally interact and display demonstrated experience while engaging with all levels of client contacts and internal associates including executive level management.
  • Use CRM system to document client interactions and problem resolution.
  • Ensure clients are aware of compliance guidelines with each interaction and educate them on product features and functionality.
  • Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
  • Provide training and guidance for all new hire service personnel.
  • May coordinate the rollout of client-specific procedures within the service center.
  • Assist in helping to 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.
  • Negotiate with clients as needed to reach a satisfactory conclusion from a business/client perspective.
  • Provide research and consultative service support to internal and external clients.
 
NON-ESSENTIAL RESPONSIBILITIES:
  • 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.
  • Some travel required.
SPECIAL ACCOUNTABILITY 
  • Documented procedures must be followed without impairing Wage payments clients (Wisely Accounts, Global Cash Card Accounts and Distribution), their employees, and Payroll Regions, or causing financial exposure to Clients or ADP.
 
QUALIFICATIONS REQUIRED:
  • Education: BS/BA degree preferred in Business Administration and/or equivalent experience and training.
  • Experience: 3-5 years experience with payroll and/or Paycard/Wage payments. Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, Service and production. Previous account management experience is required. Excellent oral and written communication skills. PC skills a must to include proficient use of various Windows Applications (e.g. Word, Excel). Ability to follow operating procedures and instructions.
  • Generic Skills: Must be able to work well under pressure while maintaining a professional demeanor. Ability to apply mathematical and accounting principals to resolve errors. Ability to multi-task is essential.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!