Customer Support / Client Service Manager I

adpinternalcareers; Town of Texas (WI); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ADP is hiring a Client Service Manager I. This hybrid role combines in-office collaboration three days per week with two days working remotely, servicing retirement plan clients.

You will be the primary client contact for retirement plans, manage plan design discussions, and ensure service quality, retention, and satisfaction while developing expertise in ADP products and industry regulations.

Qualifications

• Up to 1 year of directly related experience.
• Bachelor's degree or equivalent in education and experience.
• Preference for ASPPA QKA.
• Experience in a client service environment required.
• ADP payroll and 401(k) experience preferred.
• Strong oral and written communication skills.
• Strong listening skills.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Ability to learn proprietary systems (Omni Plus, Power Image, Clarify).
• Proven relationship-building skills.
• Strong time management, organization and problem solving.
• Strong presentation skills.
• Ability to lead conference calls.
• Gauge client satisfaction through surveys and visits.

Responsibilities

• Proactively discuss and support products and plan design with plan sponsors.
• Alerts management and other appropriate parties of critical client issues.
• Maintain a basic understanding of investments in each retirement plan and act as liaison for client questions.
• Assess, recommend and/or create education programs and schedule workshops.
• Request employee education workshops and literature.
• Conduct and/or support Annual Plan Reviews for plans with assets over $10m.
• Conduct and/or support Annual Plan Reviews via conference call for smaller plans.
• Assist Sales in pre-sales meetings as needed.
• Communicate and/or support compliance testing results and recommendations.

Skills

Client service experience

Communication skills

Listening skills

Microsoft Office proficiency

Learn proprietary tools (Omni Plus, 2)

Relationship-building

Time management and organization

Presentation skills

Conference call coordination

Client satisfaction assessment

Education

Bachelor's degree or equivalent

Tools

Omni Plus

Power Image

Clarify

Job description

ADP is hiring a Client Service Manager I. 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

• Up to 1 Year 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