Sr. TSS

At ADP, it’s all about enabling our clients and internal partners to be more effective. Our service and support teams make that happen by combining strong technical knowledge, thoughtful partnership, and a commitment to service excellence. In this role, you will help strengthen the confidence and effectiveness of frontline associates by serving as a trusted source of expertise, guidance, and support.

ADP is hiring an experienced Sr. TSS. In this position, you will serve as a subject matter expert who primarily supports frontline associates and internal service teams in resolving retirement service matters with confidence, accuracy, and efficiency. You will also engage directly with clients, advisors, CPAs, auditors, and other stakeholders on an occasional basis when specialized expertise is needed to support issue resolution, service initiatives, or operational activities.

This role is ideal for an experienced individual contributor who brings strong SME knowledge, sound prioritization, effective time management, and a collaborative mindset. The right candidate will help improve the frontline experience at the point of call, identify opportunities to strengthen resources and processes, and provide specialized support that enhances both associate confidence and the overall client experience.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

• →Serve as a subject matter expert (SME) supporting frontline associates, internal service teams, and business partners by providing guidance on retirement plan administration, operational processes, systems, products, and services.
• →Support frontline associates and service teams in resolving routine, complex, and escalated retirement service matters by researching issues, identifying root causes, and implementing appropriate solutions.
• →Partner with frontline associates and client-facing service teams to improve confidence and effectiveness at the point of contact, ensuring accurate guidance, thoughtful follow-through, and a strong overall client experience.
• →Engage directly with clients, financial advisors, CPAs, auditors, and other stakeholders on an occasional basis when specialized expertise is needed to support issue resolution, service activities, or operational needs.
• →Provide consultation, mentoring, coaching, and technical support to associates through chat, phone, virtual, and/or side-by-side support.
• →Assist with onboarding and development of new associates and contractors by identifying knowledge gaps, reinforcing best practices, and providing constructive feedback to support individual and team performance.
• →Help monitor service cases, client inquiries, and operational activity to identify trends, surface risks, and recommend improvements to resources, processes, and service approaches.
• →Support the enhancement of departmental tools, knowledge articles, job aids, and related resources by providing feedback based on frontline and client needs.
• →Assist clients and internal partners with operational requests, plan changes, administrative activities, and service-related exceptions while ensuring appropriate communication, prioritization, and timely resolution.
• →Participate in client calls, meetings, and consultations as an SME to provide guidance, clarify complex issues, and support effective outcomes.
• →Represent the department as an SME on projects, process improvement efforts, testing activities, acquisitions, conversions, and other strategic initiatives, ensuring ownership and follow-through of assigned responsibilities.
• →Provide feedback and recommendations to leadership regarding service trends, operational risks, training opportunities, and process enhancements.
• →Participate in business continuity, disaster recovery, and system testing activities and provide input on operational and technology enhancements.
• →Assist with operational support and phone coverage during peak service periods.
• →Maintain current knowledge of retirement industry regulations, compliance requirements, product enhancements, and emerging trends.
• →Perform other duties as assigned.

• Minimum of 2 years of successful experience as a Client Service Specialist or equivalent defined contribution plan administration experience.
• Experience supporting retirement plans, plan administration, payroll, or a related client service environment.
• Demonstrated ability to research, troubleshoot, and resolve routine and complex service-related issues.
• Ability to support frontline associates, internal service teams, and business partners through technical guidance, problem-solving, and follow-through.
• Strong verbal and written communication skills.
• Strong organizational skills, prioritization, and time-management skills, with the ability to manage multiple responsibilities in a fast-paced environment.
• Ability to work independently while collaborating effectively across teams.

A college degree is great but not required. What’s more important is having the skills to do the job. Other acceptable experiences could include the experience noted above or military experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you have developed and are excited to provide an environment where you can continue to make a meaningful impact.

• ADP payroll and 401(k) experience preferred.
• Experience supporting qualified retirement plans, recordkeeping, or related operational/client service environments.
• Qualified 401(k) Administrator (QKA) designation preferred.
• Experience participating in client meetings, conference calls, or consultative discussions to support issue resolution.
• Experience using payroll, recordkeeping, CRM, or similar business systems, with the ability to quickly learn proprietary tools and technologies.
• Bachelor’s degree or equivalent combination of education and relevant experience preferred.

• Strong SME knowledge and the ability to apply it in a practical, service-focused way.
• Strong partnership skills, with the ability to build credibility and work effectively with associates, clients, and internal business partners.
• Strong prioritization and time-management skills, including the ability to balance frontline support, issue resolution, and follow-through on multiple requests.
• Strong problem-solving, critical thinking, and decision-making skills.
• Ability to coach, mentor, and support others in a way that builds confidence and improves performance.
• Ability to identify trends, surface risks, and recommend practical process or resource improvements.
• Ability to adapt to changing priorities, learn new concepts quickly, and apply knowledge in new situations.