Advisor Service Representative - 401k Client Service

ADP•El Paso, TX

7d•Hybrid

About The Position

The Advisor Service Representative role supports advisor-centric and associated client related inquiries with a concentration in RS Advisor Services for generalist and prospecting advisors. This role requires demonstrated understanding, operational aptitude, and application of advisor and client services driving retention, growth, and ADP's overall value proposition. The employee must exhibit aptitude and application of all service tools and systems available and demonstrate effective communication skills in written and verbal formats. The Advisor Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and advisors and is the direct service contact for retirement plan services. The Advisor Service Representative is responsible for communicating service delivery, providing assistance on day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The Advisor Service Representative ensures the delivery of optimal service, satisfaction and retention.

Requirements

High School Diploma
At least 1 year of experience in a client service environment

Nice To Haves

Preferred Bachelor's Degree
ADP payroll and/or 401(k) experience is preferred.

Responsibilities

Act as the primary contact for retirement plans with an emphasis in advisor services regarding day-to-day record keeping matters and provides prompt customer service.
Proactively communicate regularly with advisors and clients to evaluate and ensure delivery of optimal service, satisfaction, and retention.
Show knowledge of Testing, how systems relate, resolve general POC questions, understand work flow, handle calls effectively, manage payroll feeds, progress technically, and escalate issues appropriately.
Apply strategies where appropriate to advisors and clients for plan enhancements, additional business, and overall retention, and discuss these benefits with the advisor and client.
Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for advisor and client questions.
Proactively discuss products and services, and plan design with advisors and plan sponsors.
Assist advisors and sponsors with requests for plan changes and ensure the necessary project plans are followed through to completion.
Schedule Education Programs for participant education workshops with the plan sponsor.
Request employee education workshops and literature.
Schedule CGT training for PAs and advisors.
Communicate compliance testing results and recommend options to improve results (if necessary).
Monitor plan documents for adherence to applicable rules and regulations.
Assist clients in complying with year-end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation, and Audit Package preparation and reconciliation.
Proactively initiate conversations related to compliance testing, training, and plan design.
Actively look at client criteria for plan reviews, and proactively contact clients to discuss options to increase retention and client loyalty.
Meet with internal business partners to coordinate proactive contacts with new clients to initiate a seamless transition into the service organization.
Organize follow-up as necessary on key proactive initiatives to ensure that client expectations are met and deliverables to the client are achieved.
Provide feedback to management on results of proactive key initiatives and offer suggestions for further development.