Customer Service Representative
About The Position
ADP is hiring a Client Service Manager I, a hybrid role with three days per week in the office and two days per week working from home. The position develops and maintains effective relationships with ADP clients and serves as the direct client contact for retirement plan services. It provides day-to-day retirement plan administration assistance, troubleshoots plan issues, communicates about service delivery and relevant legislative requirements, and works to ensure optimal service, client satisfaction, and retention. The role also maintains accurate client interaction records and continually develops product, industry, and systems knowledge. The Client Service Manager supports plan sponsors with products, services, plan design, plan changes, compliance, participant education, annual plan reviews, and year-end requirements. The role coordinates with internal and external parties on client matters, supports sales activity, monitors client profitability and additional revenue opportunities, mentors new associates, handles escalated calls, and contributes to operational improvement and disaster recovery testing.
Requirements
- Up to 1 year of directly related experience.
- Bachelor's degree or equivalent combination of education and experience.
- Experience in a client service environment.
- Strong oral and written communication skills.
- Strong listening skills.
- Ability to learn quickly, work in a fast-paced environment, and manage multiple projects simultaneously.
- Relationship-building skills.
- Strong time-management, organizational, and problem-solving skills.
- Strong presentation skills.
- Ability to coordinate and lead conference calls.
- Ability to assess client satisfaction through surveys, client visits, and day-to-day interactions.
Nice To Haves
- ASPPA QKA credential.
- ADP payroll and 401(k) experience.
- Ability to use Microsoft Office products, including Word, Excel, and Outlook.
- Ability to learn proprietary systems, including Omni Plus, Power Image, and Clarify.
- Proficiency using payroll and recordkeeping systems.
Responsibilities
- Discuss or support products, services, and plan design with plan sponsors; assist with plan-change requests and ensure project plans are completed.
- Alert management and appropriate parties, such as legal, financial advisors, alliance managers, and other ADP business units, to critical client issues.
- Maintain a basic understanding of retirement plan investments and serve as a liaison for client questions.
- Assess, recommend, or create custom client and participant education programs and schedule participant education workshops with plan sponsors.
- Request employee education workshops and literature.
- Conduct or support in-person annual plan reviews for plans with assets greater than $10 million.
- Conduct or support annual plan reviews by conference call for plans under $10 million, or in person as necessary.
- Assist Sales with presales meetings in person or by conference call as necessary.
- Communicate or support compliance testing results and recommend options to improve results when necessary.
- Monitor plan documents for adherence to applicable rules and regulations.
- Assist or support clients with year-end requirements, including minimum distribution requirements, forfeiture reallocation, Form 5500 preparation, and audit package preparation and reconciliation.
- Monitor client profitability and recommend appropriate revenue-generating products and services.
- Seek or support additional revenue opportunities, such as mergers and acquisitions activity or payroll additions.
- Provide consistent mentoring and constructive feedback to new associates.
- Handle escalated calls effectively.
- Assist with phone monitoring duties.
- Proactively assist critical clients.
- Coordinate and peer review plan changes and acquisitions.
- Keep management informed of trends observed through client interactions, operational data, and Clarify cases.
- Participate in disaster recovery testing and provide feedback on system enhancements.
- Maintain accurate records of calls, emails, correspondence, and client visits in ADP's client relationship management system.
- Perform other related duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
