ADP is hiring a Technical Loss Business (TLB) Representative. This position is hybrid, working in the office 3 days a week and from home 2 days a week.
BASIC FUNCTION
Analyzes Technical Loss Business reports (main - AB) and researches CRM and mainframe systems to determine the status of each account or item on the reports. Contacts clients as necessary to determine processing status and uses negotiating skills to save business. Works with Client Retention Specialists to initiate saves via the CART process. For terminating clients, begins the process of terminating the client via LAR on all systems, including accurate termination coding to ensure proper financial reporting, client tax filing status, and database maintenance/recovery. Maintains appropriate follow up on recurring TLB items to ensure processing occurs or that appropriate measures are taken to determine the status. Prepares reports and provides information on lost accounts for Service Center management and Sales review. Assists management in identifying trends, including internal conditions that affect quality.
ESSENTIAL RESPONSIBILITIES
- Analyzes Technical Lost Business reports (main - AB) and researches CRM and mainframe systems to determine the status of each account or item on the reports. Contacts clients as necessary to determine processing status and uses negotiating skills to save business. Follows up with other departments as required, or, if applicable, works with Client Retention Specialists to initiate saves via the CART process. (Approx. weight: 40%).
- For terminating clients or AB, determine hard loss versus soft loss, utilize appropriate workflow to initiate the termination process, notify internal departments, and ensure completion of client termination on all systems. Maintains appropriate follow up on recurring TLB items to ensure processing occurs or that appropriate measures are taken to determine the status. Notifies all Service Partners as required (TLM, ADP Employease, 401k, FSA, etc.). Indicates appropriate term reason and new method on the LAR to ensure consistency and accuracy. Performs the termination in the OPS 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 ServiceCenter management and Sales review. Performs month-end TLB review to identify loss adjustments. (Approx. weight: 10%).
- Assists management in identifying trends, including internal ADP errors or conditions that affect the ServiceCenter's overall quality and the resulting impact on lost business. (Approx. weight: 10%)
QUALIFICATIONS:
Education: Some college preferred or the equivalent in education or experience
Experience:
- 2-4 years' experience within a service environment.
- A proven proficiency in communicating with clients.
- 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.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Experience with OPS or internal accounting systems, Excel and/or Crystal Reports preferred.
- Client Service and/or billing experience preferred.
- Ability to analyze reports and identify trends. Use of DataBricks is highly preferred.
- Ability to learn and acquire skills related to tax and reporting implications.
- Effective time management skills in order to execute responsibilities within compressed deadlines.