Client Service Specialist

ADP•Florham Park, NJ

11h

About The Position

ADP is hiring a Client Service Specialist II. In this position you will be responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for Section 125 Premium Only Plan (POP) services. The Client Service Manager is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day POP plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The Client Service Manager ensures the delivery of optimal service, client satisfaction and client retention.

Requirements

1 to 3 Years of Directly Related Experience
Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST I (or equivalent DC plan administration experience).

Nice To Haves

Experience in a client service environment required. ADP payroll and 401(k) experience is preferred.
Bachelor's Degree or its equivalent in education and experience
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 (Omni Plus, Power Image, and Clarify).
Proficiency in using payroll and recordkeeping systems
Ability to learn quickly, function in a fast-paced environment, and work on multiple projects simultaneously.
Proven relationship-building skills. Strong time-management, organization and problem-solving skills.
Demonstrates strong presentation skills.
Ability to coordinate and take the lead on conference calls.
Ability to gauge client satisfaction through scheduled surveys, client visits and day-to-day interaction.

Responsibilities

Acts as the primary contact for section 125 POP plans regarding day-to-day record keeping matters and provides prompt customer service.
Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.
Assist clients with requests for plan changes and ensures the necessary project plans are followed through to completion.
Communicates compliance testing results and recommends options to improve results (if necessary).
Monitor plan documents for adherence to applicable rules and regulations.
Proactively initiates conversations with clients related to training and plan design.
Actively looks at client criteria for plan reviews.
Proactively contacts clients to discuss options to increase retention and client loyalty.
Meets with internal business partners to coordinate proactive contacts with new clients to initiate seamless transition into service organization.
Organizes follow up as necessary on key proactive initiatives to ensure that client expectations are met and deliverables to the client are achieved.
Provides feedback to management on results of proactive key initiatives and offers suggestions for further development.
Explains to the client how systems relate.
Resolves general point of call questions.
Understands workflow, above average call handling, payroll feeds along with progressing technically.
Escalates issues appropriately.
Applies strategies where appropriate to clients for plan enhancements, additional business and overall retention and can discuss these benefits with the client.