401(k) Client Service Manager

ADP•Salem, NH

2d•Hybrid

About The Position

ADP is hiring a 401(k) Client Service Manager to manage the day-to-day activities of a 401(k) client services team, typically consisting of 4–5 401(k) Specialists. The manager balances statistical achievement with service quality to ensure clients receive accurate, professional, and timely responses. The role works with internal business partners, including payroll and support groups, and uses extensive 401(k) product knowledge to help staff resolve product and service issues. It also implements service and product enhancements, supports procedural changes and expanded services, determines training needs, and manages team performance and human resource issues. Business travel may be required. The manager oversees the regional 401(k) department, associate performance and development, and department productivity. The role responds to inquiries about 401(k) administration, process flow, and statutory requirements; supports client satisfaction and problem resolution; monitors client feedback and escalations; and works with leadership on strategies and campaigns.

Requirements

At least 4 years of experience with qualified plans.
At least 2 years of proficiency in client service regarding qualified plans.

Nice To Haves

Bachelor’s degree or equivalent education and experience.
Continuing education in the 401(k) field, such as CEBS, QKA, or ERPA.
In-depth working knowledge of the retirement services industry.
Experience with a TPA or record keeper.
General financial services background and general ERISA knowledge.
Strong oral and written communication skills and listening skills.
Ability to use Microsoft Office products, including Word, Excel, and Outlook, and to learn proprietary system tools and Clarify.
Proficiency with payroll and HR databases and recordkeeping systems.
Personnel management, strategic thinking, and decision-making skills.
Relationship-building, time-management, organization, and problem-solving skills.
Ability to coordinate and lead conference calls.
Ability to gauge client satisfaction through scheduled surveys, client calls or visits, and day-to-day interaction.

Responsibilities

Manage the regional 401(k) department and provide associates with feedback on performance and work quality.
Manage associate performance to support retention, statistical achievement, and career development.
Draft associate performance appraisals and feedback; work with the Plan Executive on team goals and service and product enhancements, and measure results.
Coordinate departmental functions, communication, and team spirit.
Respond to inquiries from Operations Executives, clients, Sales, Payroll, Human Resources, and New Business about 401(k) administration, process flow, statutory limitations, and changes.
Work with the New Business Team to support client satisfaction, assign new 401(k) Specialists, and gather feedback on client concerns.
Work with the HR/Client Relations Executive to schedule service calls for Tier One clients at worksites or by phone and gather feedback on client concerns.
Assist 401(k) Plan Specialists with client problem resolution involving technical and compliance features of 401(k) plans.
Track client escalations and provide monthly summary reports to the Plan Executive.
Manage NPS detractors and promoters and periodically contact clients for feedback.
Work with the Plan Executive and management to roll out annual strategies and campaigns.
Manage department productivity and monitor Clarify queues and workgroups.
Perform other related duties as assigned.