Customer Support​/Client Service Representative

This position is hybrid, working in the office 3 days per week, and from home 2 days per week.

In this position you will be responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services.

• The Client Service Manager 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.

• Ensuring the delivery of optimal service, client satisfaction and client retention.

• Acting as the primary contact for retirement plans regarding day to day record keeping matters and provides prompt customer service.

• Proactively communicating regularly with the client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.

• Maintaining accurate records of all calls, emails, correspondence and client visits in the ADP client relationship management system.

• Continually developing and maintaining 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.

• Alerts management and other appropriate parties (ie. legal, financial advisor, alliance manger, 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 LIASON 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.

• Provides mentoring - constructive feedback to new associates on a consistent basis.

• Effectively handles escalated calls.

• Assists in phone monitoring duties.

• Proactively assists with critical clients.

• Coordinates and peer reviews plan changes and acquisitions.

• Keeps management abreast of any trends visible through all client interactions, operational data and clarify cases.

• Takes part in disaster recovery testing and provides feedback on system enhancements

• Performs other related duties as assigned.

• Up to 1 Year of Directly Related Experience

• Bachelor's Degree or its equivalent in education and experience

• ASPPA QKA PREFERRED

• Experience in a client service environment required.

• 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 recordkeeping systems

• Ability to learn quickly, function in a fast paced environment, and work on multiple projects simultaneously.

• Proven relationship-building skills.

• Strong time-managment, 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 surrey's, client visits and day-to-day interaction.

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