Technical Loss Business (TLB) Representative

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.

Qualifications

About ADP

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.
To protect confidentiality and ensure a fair process, candidates may not use recording devices including but not limited to AI assisted tools to record or transcribe at any stage.
 
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