Client Service Manager II

ADP; El Paso (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ADP is hiring a Client Service Manager II in El Paso, Texas. The role is hybrid, with three days in the office and two days remote each week. You will manage relationships with ADP clients and serve as the primary contact for retirement plan services, ensuring high-quality service and client retention.

You will communicate on service delivery, troubleshoot plan issues, and maintain records in the CRM while staying current on product and industry knowledge.

Qualifications

• 3+ years of directly related experience.
• Bachelor's degree or equivalent in education and experience.

Responsibilities

• Proactively communicate with clients regarding service delivery and retirement plan administration.
• Maintain accurate records of calls, emails, and visits in the ADP CRM system.
• Assist clients with plan design changes and ensure project plans are followed to completion.
• Conduct Annual Plan Reviews for larger plans and conference-call reviews for smaller plans.
• Assist Sales in pre-sales meetings and communicate compliance testing results.

Skills

Client relationship management

Communication

Time management

Problem solving

MS Office

Learning new tools

Education

Bachelor's degree or equivalent

Tools

Omni Plus

Power Image

Clarify

Job description

ADP is hiring a Client Service Manager II. 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.

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 or more years of Directly Related Experience

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

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• 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.

#LI-Hybrid

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 (https://www.adp.com/about-adp/awards-and-recognition.aspx) .

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.