Relationship Services Representative-TLB

Job Description

ADP is hiring a Relationship Services Representative.

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
• Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

If so, this may be an opportunity for you. Read on and decide for yourself.

Relationship Services Representatives analyzes Technical Loss Business (TLB) reports of clients who are not processing, and billing as scheduled and researches historical cases and internal systems to determine the status of each account or item. Contacts clients as necessary to determine processing status and collaborates with Client Retention Specialists on save opportunities. If no save opportunity exists, begins the process of terminating the client on all systems, accurately coding to ensure proper financial reporting, client tax filing status, and database maintenance/recovery. Maintains appropriate follow up on recurring TLB items to ensure timely processing or that appropriate measures are taken to determine the status. Prepares reports and provides information on lost accounts for Service Center management and financial review. Assists management in identifying trends, including internal conditions that affect quality.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Ready to #MakeYourMark? Apply now!

To learn more about Implementation at ADP, watch here: https://adp.careers/Client_Services_Videos

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

RESPONSIBILITIES:

• Analyze Technical Loss Business (TLB) reports of clients who are not processing and billing as scheduled and researches historical cases and internal systems to determine the status of each account or item. Contact clients as necessary to determine processing status and collaborate with Client Retention Specialists on save opportunities. (Approx. weight: 40%).
• Process terminations distinguishing hard versus soft loss, utilize appropriate workflow clearly documenting conversations and actions notify internal departments, and ensure completion of client termination on all systems. Maintain appropriate follow up on recurring TLB items to ensure processing occurs or that appropriate measures are taken to determine the status. Notify all Service Partners as required Indicate appropriate term reason and new method on the LAR to ensure consistency and accuracy. Performs the termination in the billing system. Validate potential no-starts on the TLB reports and notify applicable group(s). (Approx. weight: 40%).
• Prepares reports and provides information on lost accounts and saved business for Service Center management and Sales review. Perform month-end TLB review to assist in loss forecasting. (Approx. weight: 10%).
• Assists management in identifying trends, including internal ADP errors or conditions that affect the Service Center's overall quality and the resulting impact on lost business. (Approx. weight: 10%)

TO SUCCEED IN THIS ROLE: Required Qualifications

• 2-4 years’ experience within a service environment. A proven proficiency in communicating with clients. Experience with Excel, Word. Client Service.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE: Preferred Qualifications

• Good verbal and written communication skills required, including the ability to negotiate and deliver the value proposition to the client as we look to retain business.
• Ability to analyze reports and identify trends. Ability to learn and acquire skills related to tax and reporting implications.
• Effective time management skills to execute responsibilities within compressed deadlines.
• Ability to take ownership of your region/responsibilities
• Ability to work independently
• Detail oriented
• Ability to work in a fast-paced environment
• Investigative/inquisitive nature

YOU'LL ALSO LOVE WORKING HERE BECAUSE YOU CAN:

• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What are you waiting for? Apply now!

Jobs.adp.com

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

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. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.