Client Service Manager

ADP, Inc.; Louisville (TN); Hybrid; USD 75,000 - 110,000; Full time

Job summary

ADP is seeking a Client Service Manager III to drive retirement plan service delivery and strengthen client relationships. You will be the primary client contact for day-to-day recordkeeping matters and ensure timely, accurate responses to inquiries.

You will communicate with clients regarding service delivery, assist with plan changes, and support annual plan reviews while maintaining detailed records in ADP systems.

Qualifications

• 3 to 5 years of directly related experience.
• Bachelor's degree or its equal in education and experience.
• ASPPA QKA preferred.
• Strong oral and written communication skills.
• Strong listening skills.
• Proficiency using payroll and recordkeeping systems.

Responsibilities

• Proactively discuss and support products and services with plan sponsors and plan design.
• Assist clients with requests for plan changes and ensure project plans are followed.
• Alert management and other parties of critical client issues when appropriate.
• Maintain a basic understanding of investments and serve as liaison for client questions.
• Assess and/or create client education programs and schedule workshops.
• Contribute to Annual Plan Reviews and compliance tasks.
• Mentor new associates and handle escalated calls.
• Coordinate plan changes and acquisitions with peers.

Skills

Communication skills

Listening skills

Time management

Presentation skills

Relationship building

Conference call leadership

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Omni Plus

Power Image

Clarify

Job description

ADP is hiring a Client Service Manager III. 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. The Client Service Manager 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 provides prompt customer service. Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention. CLIENT SERVICE MANAGER IS REQUIRED TO MAINTAIN ACCURATE RECORDS OF ALL CALLS, Emails, CORRESPONDANCE AND CLIENT VISITS IN ADP CLIENT RELATIONSHIP MANAGEMENT SYSTEMS. CONTINUALLY DEVELOPS AND MAINTAINS PRODUCT, INDUSTRY AND SYSTEMS KNOWLEDGE AND SKILLS

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.

RESPONSIBILITIES:

• 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.

QUALIFICATIONS REQUIRED:

• 3 to 5 Years of Directly Related Experience
• Bachelor's Degree or its equivalent in education and experience

PREFERRED QUALIFICATIONS:

• ASPPA QKA PREFERRED
• Minimum of 2 years of successful experience as a Client Service Manager II (or equivalent DC plan administration 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-mgmt, 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.

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A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: 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 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.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.