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Outbound Client Loyalty Specialist

ADP

This is a Contract position in Montreal, QC posted October 25, 2021.

Position Summary: The Proactive Outbound Caller maximizes client retention by acting as the liaison between our clients (whose knowledge level ranges from no payroll experience to payroll expertise) and the business segment.

As a result of a proactive outreach (outbound call) performs all activities that support client retention through the following (not limited to) components Risk Assessment (based on dialogue), facilitate pricing changes or concessions, facilitate the resolution of outstanding service related issues and survey follow up programs.

Maximizes retention by working with the client and ADP associates and service management to resolve any issues that are within our control, and may affect the client’s decision to stay with ADP.

May also work with various other functional areas to facilitate the resolution/closure of client outstanding issues/concerns.

Job Responsibilities: Drives activities that support client retention, revenue growth, and NPS quality metrics Execute a targeted outbound campaign tailored to the various strategic channel partners for existing clients Pro-actively calls all clients for identified loyalty campaigns.

Based on information gathered, conducts research and utilizes resources to resolve any issues that the client is experiencing.

Facilitates the resolution process for any business at risk and client escalations by acting as a liaison between the client and the business segment (service leader) to resolve any outstanding issues; including pricing issues/questions.

Supports the resolution of client issues and concerns if needed and works closely with the business segment management, technical support, tax, sales and finance to assist in the resolution of issues and achieve client satisfaction.

Assesses call trends to identify opportunities and communicates those opportunities to leadership.

Ensures effective documentation of call outcomes to assist in the preparation of campaign reports which incorporate information such as business retention risk, bad phone numbers, contacts no longer there and new contact names, escalations, right party connects Determines the components of the save process and involves necessary resources across ADP business units.

Coordinates and monitors tasks to ensure issues are resolved timely and accurately.

Coordinates, participates and reports on client outreach programs in support of loss reduction efforts.

Quality and efficient handling of all outbound retention calling campaigns Keeps up to date with market penetration and competitive products.

Monitors team queues to ensure SLAs are met and workload is balanced among team members.

Team member may participate in pilots, councils, team meetings Provides support to other departments during peak business cycles as determined by Senior Leadership.

Performs other duties as assigned Bilingual French/English is required Explore our COVID-19 page [https://jobs.adp.com/covid19/](https://jobs.adp.com/covid19/) to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.

Our goal is to impact lasting change through our actions.

Together, we unite for equality and equity.

ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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/](https://jobs.adp.com/life-at-adp/) to learn more about ADP’s culture and our full set of values.