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BASIC FUNCTION 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.
Works with Client Retention Specialists to initiate saves.
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.
(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 Service Center 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 Service Center’s overall quality and the resulting impact on lost business.
(Approx.
weight: 10%) What skills are needed?
Excel (pivot tables, VLOOKUP, standard formulas, etc) Written and verbal (may involve some client interaction via email/phone) I would enjoy this job if: I like to figure out better ways of doing things I prefer to figure things out on my own vs being handed step by step instructions I want to learn more about regional financials and identify opportunities and trends (and take action on those trends with the support of teammates) I like to have different responsibilities to rotate into What roles will I be handling?
Processing accurate termination requests Providing feedback/working with CSC’s for clarification as needed Reactivations/reverse terms Term in error processes Tracking and reporting of financial performance Loss reasons, Technical Lost Business clients, Quality survey trends Researching client TLB (Technical Lost Business) lists and determining proper next steps Termination, communication, outreach, etc 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.
Strong Excel and Outlook skills required.
Client Service and/or billing experience preferred.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following: 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 in order to execute responsibilities within compressed deadlines.
This is a non-exempt/hourly paid position, so the ability to work overtime as needed.
Please check your email for an invitation to schedule a phone screening if you are selected for further consideration.
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