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.

 

POSITION SUMMARY: 

Provides benefit enrollment support to all ADP Regional centers.  Analyzes and answers all inquires pertaining to the internal systems and third-party carrier platforms.

 

ESSENTIAL RESPONSIBILITIES:

 

QUEUE SUPPORT

Provides quality support to all ADP Regions for the appropriate systems.  Addresses all cases and analyzes the problems to determine the appropriate sources from whom to solicit information to solve the problem.  Provides issue resolution to all internal and third-party platforms in support of Benefits.  Responds tot all cases within the specified amount of time based on priority. 

 

ENROLLMENT SUPPORT

Identifies enrollment discrepancies and provides a concise, but thorough outline of the problem and supporting documentation along as part of the case resolution. This includes following each discrepancy through to its resolution and keeping stakeholders informed every 2 business days.  Analyzes the case and takes appropriate action to correct.

 

COMMUNICATION

Prepares and approves thorough written and verbal notification to the Regions/internal teams regarding the enrollment discrepancy and necessary actions.  Prepares information feedback to the Regions in a format that can be presented to clients.  Communicates updates to external clients as needed using documented service expectations.  Communicates all trends or unusual spikes in activity to management for further review.

 

ROLLOUT

Prepares and/or participates in roll-outs of new programs or processes and provides internal support as required.

 

OPERATIONS SUPPORT

Reviews all recurring error reports and resolves discrepancies within stated SLA’s.  Maintains records of all error logs and actions taken to resolve.  Performs audits of individual records as needed to support cases and/or resolve errors.  Conducts all recurring audits as needed to support reconciliation activities. 

Strong analytical and problem solving skills. Customer Service skills Ability to interact with all levels of an organization. Ability to build internal and external relationships and provide excellent customer service. Excellent verbal and written communication skills. Superior organizational skills. Excellent attention to details. Ability to work independently and in a team environment. Highly adaptable. Active listening skills. Ability to remain empathetic. Demonstrated ability to multi-task. Must be able to work under time constraints and deadlines.

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've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.