Manage, 401(k) Client Services

ADP, Inc.; Louisville (TN); Hybrid; USD 85,000 - 120,000; Full time

Job summary

ADP seeks a 401(k) Client Service Manager to lead a regional 401(k) client services team, ensuring high levels of client satisfaction and retention. The role emphasizes timely, accurate responses and collaboration with payroll and support groups, leveraging extensive 401(k) knowledge.

Responsibilities include managing the department, coaching staff, drafting performance appraisals, coordinating cross-functional work, handling escalations, and delivering monthly trend reports.

Qualifications

• 4+ years experience with Qualified Plans.
• At least 2 years' proficiency with client service regarding qualified plans.

Responsibilities

• Manage the Regional 401(k) department, providing feedback to each associate, based on their duties.
• Manage performance of associates to meet retention goals and ensure quality outcomes.
• Draft performance appraisals for associates and collaborate with Plan Executive on goals.
• Coordinate department functions to foster teamwork and communication.
• Respond to inquiries from Operations, Clients, Sales, Payroll, HR, and New Business.
• Schedule client service calls for Tier One clients to ensure satisfaction.
• Provide escalation resolution support to the 401(k) Plan Specialist.
• Trend client escalations and deliver monthly summary reports.

Skills

Qualified Plans experience

Client service

Education

Bachelor's Degree or equivalent

Tools

Clarify

Microsoft Office

Job description

ADP is hiring a 401(k) Client Service Manager.

Manages the day to day activities of a 401(K) client services team to ensure delivery of optimal service. Typically manages 10-12 401(k) Specialists. Maintains high visibility within a fast-paced, dynamic environment with an emphasis on high levels of client satisfaction, client retention, and statistical achievement. Balances statistical achievement with quality-of-service initiatives to ensure that all clients receive accurate, professional and timely responses to inquiries/issues. Ensures seamless client service through regular interfaces with internal business partners such as payroll and all our Support Groups. Utilize extensive 401(K) product knowledge and experience to support staff resolving 401(K) product and service issues. Implements enhancements in product and service levels to all service associate levels and provides measurements of success accordingly. Provides a vehicle through which procedural modifications, changing business needs and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff. Determines training requirements; manages human resource issues and performance for the team. Provide communication with payroll regions and other 401(K) departments to resolve client issues. Business travel may be required.

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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

• Manages the Regional 401(k) department, providing feedback to each associate, based on their job duties, ensuring quality performance, and high standard work ethic.
• Manages performance of associates in order to meet employee retention goals, ensure high quality and statistical achievement and provide opportunities for career development.
• Drafts performance appraisals for associates and provides feedback;works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
• Coordinate functions within the department to initiate communication and encourage team spirit.
• Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
• Works with the New Business Team to ensure client satisfaction with the 401(k) product,to assign new 401(k) Specialists - to receive feedback on client concerns.
• Resolve Escalations via phone and email including point-of-call escalation.
• Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.
• Provides assistance to the 401(k) Plan Specialist regarding escalations and client problem resolution in the technical - compliance features of the 401(k) Plan.
• Trend client escalations and provide summary reports to Plan Executive monthly.
• Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
• Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
• Manage Dept Productivity, Monitor Clarify Queues and workgroups.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED

• 4+ Years experience with Qualified Plans.
• At least 2 years' proficiency with client service regarding qualified Plans

Preference will be given to candidates who have the following

• Bachelor's Degree or its equivalent in education and experience
• Demonstrated continuing education in the 401(k) field. (CEBS, QKA, ERPA)
• In-depth working knowledge in retirement service industry.
• Prefer experience with a TPA or record keeper.
• General financial services background. General ERISA knowledge.
• 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 and Clarify).
• Proficiency in using payroll, HR databases and recordkeeping systems
• Personnel management, strategic thinking, and decision making
• Proven relationship-building skills. Strong time-mgmt, organization and problem solving skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled surrey's, client calls/visits and day-to-day interaction

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