Client Service Manager I

ADP • Louisville, KY

384d

About The Position

The Client Service Manager I at ADP is responsible for developing and maintaining effective relationships with clients regarding retirement plan services. This role involves direct communication with clients to ensure optimal service delivery, client satisfaction, and retention. The manager will assist with day-to-day retirement plan administration, troubleshoot issues, and discuss legislative impacts, while also maintaining accurate records of client interactions.

Requirements

• Up to 1 Year of Directly Related Experience
• Bachelor's Degree or its equivalent in education and experience

Nice To Haves

• ASPPA QKA certification preferred
• Experience in a client service environment
• ADP payroll and 401(k) experience preferred
• Strong oral/written communication skills
• Strong listening skills
• Proficiency in Microsoft Office Products (Word, Excel, Outlook)
• Ability to learn proprietary system tools (Omni Plus, Power Image, Clarify)
• Proficiency in using payroll and recordkeeping systems
• Ability to learn quickly and function in a fast-paced environment
• Proven relationship-building skills
• Strong time-management, organization, and problem-solving skills
• Strong presentation skills
• Ability to coordinate and lead conference calls
• Ability to gauge client satisfaction through surveys and interactions

Responsibilities

• Act as the primary contact for retirement plans regarding day-to-day record keeping matters and provide prompt customer service.
• Proactively communicate with clients to evaluate and ensure delivery of optimal service, client satisfaction, and client retention.
• Maintain accurate records of all calls, emails, correspondence, and client visits in ADP client relationship management systems.
• Assist clients with requests for plan changes and ensure project plans are followed through to completion.
• Alert management and other appropriate parties of critical client issues where appropriate.
• Maintain a basic understanding of the types of investments in each retirement plan and act as a liaison for client questions.
• Assess, recommend, and/or create custom client and participant education programs and schedule workshops with plan sponsors.
• Conduct and/or support in-person Annual Plan Reviews for all plans with assets greater than $10M and via conference call for plans under $10M.
• Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary.
• Communicate and/or support 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 and 5500 preparation.
• Monitor profitability of clients and recommend appropriate revenue-generating products and services.
• Proactively seek out additional revenue opportunities such as M&A activity or payroll additions.
• Provide mentoring and constructive feedback to new associates on a consistent basis.
• Effectively handle escalated calls and assist in phone monitoring duties.
• Coordinate and peer review plan changes and acquisitions.
• Keep management informed of trends visible through client interactions and operational data.
• Participate in disaster recovery testing and provide feedback on system enhancements.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree