Bilingual Financial Services Representative
Dartmouth, NS, CAN
2d ago

Position Summary

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 rejected / returned direct deposit notifications and 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.

Interacting with other departments in ADP, the role of a FSR is to handle both inbound and outbound calls 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

  • Coordinate client / internal requests for exceptions to payroll ().
  • 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.
  • Notify clients of employee rejected / returned / traced direct deposit responses.
  • Resolve / escalate as required any emergency banking or company level tax situations (, accelerated employer refunds, NSF payrolls, etc).
  • Complete Admin Fee Credit requests in a timely manner.
  • Provide support for Employment Verification Services regarding onboarding and live client service.
  • 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.
  • Education :

  • Post Secondary Education Preferred or equivalent business experience
  • Knowledge, Experience and Skills

    Required :

  • Fluently Bilingual in French and English
  • Must be able to work a 7.5 hour shift that falls between the hours of 9am-6pm M-F
  • 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
  • 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

    Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.

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    We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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