Client Service Manager

About the role

In this position you will develop and maintain effective relationships with ADP clients as the direct contact for retirement plan services. The Client Service Manager communicates with clients regarding service delivery, provides assistance on day-to-day retirement plan administration, troubleshoots plan issues, and discusses the impact of select legislative requirements. The role ensures the delivery of optimal service, client satisfaction, and client retention.

At ADP we are driven by your success. We engage your unique talents and perspectives, welcome your ideas on how to do things differently and better, and support you in your efforts to achieve, learn, and grow. 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, and Social Responsibility.

Responsibilities

• Act as the primary contact for retirement plans regarding day-to-day recordkeeping matters and provide prompt customer service.
• Proactively communicate regularly with clients to evaluate and ensure delivery of optimal service, client satisfaction, and client retention.
• Maintain accurate records of all calls, emails, correspondence, and client visits in ADP Client Relationship Management systems.
• Continually develop and maintain product, industry, and systems knowledge and skills.
• 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 (e.g., legal, financial advisor, alliance manager, other ADP business units) of critical client issues where appropriate.
• Maintain a basic understanding of the types of investments in each retirement plan and be 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 $10 million.
• Conduct and/or support Annual Plan Reviews via conference call for plans under $10 million 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.

Requirements

• 3 to 5 years of directly related experience.
• Bachelor’s Degree or its equivalent in education and experience.

Qualifications

Preferred Qualifications:

• ASPPA QKA certification.
• Minimum of 2 years of successful experience as a Client Service Manager II (or equivalent defined contribution plan administration experience).
• Strong oral and written communication skills.
• Strong listening skills.
• Proficiency in Microsoft Office Products (Word, Excel, Outlook, etc.).
• 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-management, organization, and problem-solving skills.
• 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.