Manage, 401(k) Client Services

ADP•El Paso, TX

3d•Hybrid

About The Position

ADP is hiring a 401(k) Client Service Manager. This role manages the day-to-day activities of a 401(K) client services team to ensure the delivery of optimal service, typically managing 10-12 401(k) Specialists. The position maintains high visibility in a fast-paced, dynamic environment with an emphasis on high levels of client satisfaction, client retention, and statistical achievement. The role balances statistical achievement with quality-of-service initiatives to ensure that all clients receive accurate, professional, and timely responses to inquiries/issues. This includes ensuring seamless client service through regular interfaces with internal business partners such as payroll and all Support Groups. The manager will utilize extensive 401(K) product knowledge and experience to support staff in resolving 401(K) product and service issues. They will implement enhancements in product and service levels to all service associate levels and provide measurements of success. The role provides a vehicle through which procedural modifications, changing business needs, and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff. This includes determining training requirements, managing human resource issues, and performance for the team. Communication with payroll regions and other 401(K) departments is essential to resolve client issues. Business travel may be required.

Requirements

4+ Years experience with Qualified Plans.
At least 2 years' proficiency with client service regarding qualified Plans

Nice To Haves

Bachelor's Degree or its equivalent in education and experience
Demonstrated continuing education in the 401(k) field. (CEBS, QKA, ERPA)
In-depth working knowledge in retirement service industry.
Prefer experience with a TPA or record keeper.
General financial services background. General ERISA knowledge.
Demonstrates strong oral/written communication skills. Demonstrates strong listening skills
Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
Demonstrates ability to learn other proprietary system tools and Clarify).
Proficiency in using payroll, HR databases and recordkeeping systems
Personnel management, strategic thinking, and decision making
Proven relationship-building skills. Strong time-mgmt, organization and problem solving skills.
Ability to coordinate and take the lead on conference calls.
Ability to gauge client satisfaction through scheduled surrey's, client calls/visits and day-to-day interaction

Responsibilities

Manages the Regional 401(k) department, providing feedback to each associate, based on their job duties, ensuring quality performance, and high standard work ethic.
Manages performance of associates in order to meet employee retention goals, ensure high quality and statistical achievement and provide opportunities for career development.
Drafts performance appraisals for associates and provides feedback; works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
Coordinate functions within the department to initiate communication and encourage team spirit.
Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
Works with the New Business Team to ensure client satisfaction with the 401(k) product, to assign new 401(k) Specialists - to receive feedback on client concerns.
Resolve Escalations via phone and email including point-of-call escalation.
Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.
Provides assistance to the 401(k) Plan Specialist regarding escalations and client problem resolution in the technical - compliance features of the 401(k) Plan.
Trend client escalations and provide summary reports to Plan Executive monthly.
Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
Manage Dept Productivity, Monitor Clarify Queues and workgroups.
Performs other related duties as assigned.