Financial Services Representative

3 months ago

Etobicoke, Canada ADP Full time

The Financial Services Call Centre is responsible for all Client facing aspects related to the servicing of our ADP Canada Money Movement product. Administering approximately 100,000 calls annually (both inbound and outbound). The inbound calls pertain to banking and company level tax inquiries. The outbound calls pertain to client follow up regarding outstanding service requests. They also manage any Admin Fee Credit requests and provide support for Employment Verification Services regarding onboarding and live client service.

The Financial Services Representative (FSR) is responsible for handling internal and external requests related to banking and company level tax inquiries in a centralized call centre environment, with the inbound component comprising roughly ¾ of the potential call volume. The FSR is expected to provide service excellence to both internal and external clients by processing requests accurately and professionally in adherence with ADP/Government Agency/Financial Partners’ outlined policies.

**Duties and Responsibilities**
- Own the client experience, seek to provide a one-call resolution
- Coordinate client/internal requests for exceptions to payroll (i.e. stop payments on cheques/recalls on direct deposits).
- Respond to client/internal inquiries regarding employees that did not get paid and debits/credits to client’s account from ADP.
- Coordinate client/internal requests for tax adjustments and changing tax business numbers, rates or frequencies.
- Respond to client/internal inquiries regarding notices from tax authorities.
- Collaborate within the call centre to ensure KPIs are maintained/exceeded while providing service excellence and an effortless client experience.
- Resolve/escalate as required any emergency banking or company level tax situations (i.e. best effort employee direct deposit recalls, accelerated employer refunds, NSF payrolls, etc).
- Complete Admin Fee Credit requests in a timely manner.
- Continually monitor and remain current on organizational/department initiatives/issues as they pertain to the business unit by attending and participating in ADP Projects, committees, meetings and presentations.

**Qualifications**

**Education**:

- Post Secondary Education Preferred or equivalent business experience

**Knowledge, Experience and Skills**

**Required**:

- C. Literate (MS Office - Intermediate on all components)
- Demonstrated ability to co-ordinate work initiatives with attention to detail and solution-orientated
- Proven ability to work well under pressure and work independently or as part of a team
- Experience in Call Centre environment
- Proven strength in customer service with a focus on making the client experience effortless
- Fluent in French and English

**Preferred**:

- Minimum 1 Year business experience with a background in Financial Services and/or Customer Service

**Attributes**:

- Strong problem solving skills with ability to learn quickly
- Excellent communication skills
- Flexible and adaptable

Le centre d’appels des services financiers est responsable de toutes les interactions avec les clients liées à l’offre de services pour le produit Mouvement de fonds d’ADP Canada. Il traite environ 100 000 appels (entrants et sortants) par an. Les appels entrants concernent des demandes de renseignements bancaires et relatifs à l’impôt au niveau de l’entreprise, tandis que les appels sortants concernent le suivi auprès des clients au sujet des demandes de service en suspens.

Le représentant des services financiers (RSF) est responsable du traitement des demandes internes et externes dans un environnement de centre d’appels centralisé, où les appels entrants représentent environ les trois quarts du volume d’appels potentiel. Le RSF doit fournir un excellent service aux clients internes et externes en traitant les demandes avec précision et professionnalisme, conformément aux politiques définies par ADP, les organismes gouvernementaux et les partenaires financiers.

**Tâches et responsabilités**
- S’approprier l’expérience client, viser la résolution en un seul appel.
- Répondre aux demandes entrantes reçues par téléphone (entre 40 et 50 par jour), par messagerie instantanée (entre 10 et 20 par jour) et par d’autres canaux en temps opportun.
- Coordonner les demandes des clients ou internes relatives à des exceptions liées à la paie (p. ex. les arrêts de paiement de chèques ou les rappels de dépôts directs).
- Répondre aux demandes des clients ou internes concernant les employés qui n’ont pas été payés et les débits/crédits portés au compte du client par ADP.
- Coordonner les demandes des clients ou internes concernant les redressements fiscaux et la modification de numéros d’entreprise, de taux ou de fréquences d’imposition.
- Répondre aux demandes de renseignements des clients ou internes concernant les avis des autorités fiscales.
- Collaborer au sein du centre d’appels pour

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