India NAS Benefits DVS 171917 - Internal

DVS Service Consultant ABOUT THE ROLE We are seeking a highly motivated DVS Service Consultant to provide first-tier functional and technical support for ADP's Defined Contribution and Benefits Administration solutions. In this role, you will serve as a trusted advisor to clients by resolving service inquiries, managing benefit administration processes, supporting annual enrollment activities, and coordinating with internal teams, carriers, and third-party vendors to deliver an exceptional participant experience. The ideal candidate combines strong analytical skills, client service expertise, and technical aptitude to manage client requests, troubleshoot complex system issues, and drive successful outcomes in a fast-paced environment. WHAT YOULL DO Client Support & Service Request Management Serve as the primary point of contact for client service requests and inquiries. Monitor service request queues and drive timely resolution of issues. Research, troubleshoot, and resolve system configuration, product functionality, data, and processing issues. Ensure compliance with ADP security and operational guidelines when managing client requests and escalations. Utilize established templates, automation tools, and standard processes to improve efficiency and service quality. Benefits Administration & Annual Enrollment Support Support Annual Enrollment activities by collecting plan year changes and requirements. Partner with Operations teams to determine impacts to DVS configurations and processing. Assist clients with benefit administration inquiries and enrollment-related activities. Provide annual value-add reporting and support year-end processes. Coordinate implementation of approved plan and system changes. Change Control & Configuration Management Gather business requirements and collaborate with operations teams to prepare change controls. Support client configuration updates and maintenance activities. Maintain accurate documentation of client requirements, configuration details, and processing procedures. Ensure proper testing, validation, and approval processes are completed before implementation. Issue Resolution & Escalation Management Analyze issues to determine root causes and appropriate resolution paths. Engage internal support teams and stakeholders to resolve system, process, or data-related issues. Escalate issues appropriately and communicate urgency, business impact, and required actions. Track issue progress through resolution and ensure client expectations are managed effectively. Documentation & Reporting Maintain client requirement documentation, knowledge base content, help text, and other operational resources. Update and maintain reporting parameters and client records. Generate reports and analyze data to support client and internal business needs. Ensure documentation remains accurate, current, and audit-ready. Collaboration & Client Engagement Partner with internal teams, carriers, vendors, and clients to ensure successful outcomes. Participate in internal and client meetings to understand business needs and provide recommendations. Communicate effectively regarding processing requirements, issues, actions, and resolutions. Foster strong working relationships that promote collaboration and client satisfaction. Continuous Improvement Identify opportunities to improve processes, documentation, and client experiences. Contribute ideas that enhance operational efficiency and service delivery. Expand product, system, and industry knowledge to better support clients and teams
Shift:Service( 05:30 PM - 02:30 AM)
Skill:Voice Generic
JobCode:Client Account Management
Grade/Level:G1L2
##LI-DNIWHAT WERE LOOKING FOR Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Ability to manage multiple priorities and deadlines simultaneously. Strong customer service and relationship management skills. Ability to work independently while collaborating across teams. Strong attention to detail and organizational skills. Ability to troubleshoot technical and operational issues effectively. Demonstrated ownership, accountability, and commitment to delivering results. PREFERRED QUALIFICATIONS Experience supporting Benefits Administration, HR, Payroll, or HCM solutions. Experience working directly with clients in a service-oriented environment. Knowledge of annual enrollment processes and benefits administration. Experience working with carriers, third-party vendors, and internal operational teams. Exposure to project coordination, change management, or system configuration activities. Experience with ADP products and service platforms preferred. EDUCATION Bachelor's Degree or equivalent combination of education and relevant work experience. Benefits administration, HR, or client service experience preferred. KEY COMPETENCIES Client Focus Analytical Thinking Communication Collaboration Accountability & Ownership Adaptability & Learning