Customer Service Specialist

POSITION SUMMARY

Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services. The Client Service Specialist is responsible for communicating with clients regarding service delivery, providing assistance on day-to‑day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The Client Service Specialist ensures 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. Working knowledge of 401(k), call center, relationship management or similar experience.
• Shows knowledge of testing, how systems relate, resolves general POC questions, understands workflow, above average call handling, payroll feeds, progresses technically, escalates issues appropriately, and sends issues to resolution appropriately. Applies strategies where appropriate to clients for plan enhancements, additional business and overall retention and discusses these benefits with the client. Maintains a basic understanding of the types of investments in each retirement plan and acts as a conduit for client questions.
• Proactively discuss 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.
• Schedules education program for participant education workshops with the plan sponsor. Requests employee education workshops and literature. Schedules CGT training for PAs.
• 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 initiates conversations with clients related to compliance testing, training and plan design. Actively looks at client criteria for plan reviews and 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 the 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.

Experience up to 1 year.

Preference will be given to candidates who have the following:

• Experience in a client service environment, ADP payroll and 401(k) experience is preferred.
• 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 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.
• 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.
• Bachelor's Degree or its equivalent in education and experience.

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, affectionate or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.