Client Service Manager

Client Service Manager I

In this position you will develop and maintain effective relationships with ADP clients and serve as the direct client contact for retirement plan services. You will communicate with clients regarding service delivery, provide assistance on day-to-day retirement plan administration, troubleshoot plan issues, and discuss the impact of select legislative requirements. You will ensure the delivery of optimal service, client satisfaction and client retention.

Act as the primary contact for retirement plans regarding day-to-day record keeping matters and provide prompt customer service. Proactively communicate regularly 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. Continually develop and maintain product, industry, and systems knowledge and skills.

• Proactively discuss and/or support products and services, and plan design with plan sponsors. Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
• Alert management and other appropriate parties (e.g., legal, financial advisor, alliance manager, other ADP business units, etc.) of critical client issues where appropriate.
• Maintain a basic understanding of the types of investments in each retirement plan and be a liaison for client questions.
• Assess, recommend, and/or create custom client and participant education program(s) and schedule participant education workshops with the plan sponsor.
• Request employee education workshops and literature. Conduct and/or support in-person annual plan reviews for all plans with assets greater than $10m.
• Conduct and/or support annual plan reviews via conference call for plans under $10m or in person as necessary.
• 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 and/or support clients in complying with year-end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and audit package preparation and reconciliation.
• Monitor profitability of clients and recommend appropriate revenue generating products and services.
• Proactively seek out and/or support additional revenue opportunities such as M&A activity or payroll additions.
• Provide mentoring & constructive feedback to new associates on a consistent basis.
• Effectively handle escalated calls.
• Assists in phone monitoring duties.
• Proactively assist with critical clients.
• Coordinate and peer review plan changes and acquisitions.
• Keep management abreast of any trends visible through all client interactions, operational data and clarify cases.
• Participate in disaster recovery testing and provide feedback on system enhancements.
• Perform other related duties as assigned.

• Up to 1 year of directly related experience.
• Bachelor's degree or equivalent in education and experience.

• ASPP QKA preferred.
• Experience in a client service environment required.
• ADP payroll and 401(k) experience is preferred.
• Strong oral and written communication skills.
• Strong listening skills.
• Utilizes tools to support daily functions such as Microsoft Office products (Word, Excel, Outlook, etc.).
• Ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
• Proficiency in using payroll and record-keeping 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.
• 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.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions.

The compensation for this role is $86,000 - $137,300 per year.

Benefits include Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short- and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or…