Customer Service Manager

Responsibilities

• Proactively discuss and/or support products and services, and plan design with plan sponsors.
• Aid clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
• Alert management and other appropriate parties (ie. 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 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 $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).
• Maintain 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.
• Covers and/or supports 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

• Up to 1 Year of Directly Related Experience
• Bachelor's Degree or its equivalent in education and experience