Client Service Manager I

Fairygodboss; Louisville (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

Fairygodboss is seeking a Client Service Manager I to develop and maintain effective relationships with clients in Louisville, Kentucky. This role includes managing client communications regarding service delivery and retirement plan administration. Applicants should possess strong communication skills and experience in a client service environment.

The ideal candidate will assist clients with their retirement plans, ensuring satisfaction and compliance with regulations. Strong organizational and problem-solving skills are a must. A Bachelor's degree or equivalent is required.

Qualifications

• Up to 1 year of directly related experience.
• Experience in a client service environment preferred.

Responsibilities

• Develop and maintain effective relationships with clients.
• Assist clients with requests for plan changes.
• Conduct and support in-person Annual Plan Reviews.
• Communicate and support compliance testing results.
• Monitor profitability of clients and recommend services.

Skills

Client service experience

Strong communication skills

Proficient in Microsoft Office

Strong time-management skills

Problem-solving skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Omni Plus

Power Image

Clarify

Job description

Client Service Manager I - ADP

A Client Service Manager will develop and maintain effective relationships with ADP clients and serve as the direct client contact for retirement plan services. Responsibilities include communicating with clients about service delivery, providing assistance with day‑to‑day retirement plan administration, troubleshooting plan issues, and discussing the impact of legislative requirements. The role ensures optimal service delivery, client satisfaction, and client retention. This Manager is the primary contact for retirement plans regarding daily record‑keeping matters and provides prompt customer service. Client relationship records are maintained in ADP Client Relationship Management Systems.

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.
• Alert management and other appropriate parties (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 act as a liaison for client questions.
• Assess, recommend and/or create custom client and participant education programs 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 $10million.
• Conduct and/or support Annual Plan Reviews via conference call for plans under $10million 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 and constructive feedback to new associates on a consistent basis.
• Effectively handle escalated calls.
• Assist 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.
• Take part in disaster recovery testing and provide feedback on system enhancements.
• Perform other related duties as assigned.

Qualifications Required

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

Preferred Qualifications

• ASPPA, QKA, or equivalent preferred.
• Experience in a client service environment.
• ADP payroll and 401(k) experience preferred.
• Strong oral and written communication skills.
• Strong listening skills.
• Proficient with Microsoft Office (Word, Excel, Outlook, etc.).
• Ability to learn proprietary system tools (Omni Plus, Power Image, Clarify).
• Proficiency in payroll and record‑keeping systems.
• Ability to learn quickly and thrive in a fast‑paced environment.
• Strong relationship‑building skills.
• Strong time‑management, organizational, and problem‑solving skills.
• Strong presentation skills.
• Ability to coordinate and lead conference calls.
• Ability to gauge client satisfaction through scheduled surveys, client visits, and day‑to‑day interaction.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP

ADP is committed to an inclusive, diverse and equitable workplace and provides equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on ADP's operating needs and applicant merit, including qualifications, experience and performance.

Ethics at ADP

ADP conducts business with high ethical standards and compliance with all applicable laws. Employees are expected to uphold our values with integrity and to behave honestly in the workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and values.