Customer Service Representative

Position Summary

Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services. The role involves communicating with clients regarding service delivery, assisting with day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The goal is to ensure the delivery of optimal service, client satisfaction, and client retention.

Responsibilities

• Act as the primary contact for retirement plans regarding day to day record keeping matters and provides prompt customer service.
• Proactively communicate regularly with clients to evaluate and ensure delivery of optimal service, client satisfaction, and client retention.
• Show working knowledge of 401k, call center, relationship management or similar experience.
• Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progresses technically, escalates issues appropriately, sends issues to resolution appropriately.
• Applies strategies where appropriate to clients for plan enhancements, additional business, and overall retention and discusses these benefits with the client.
• Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.
• Proactively discuss 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.
• Schedule Education Program for participant education workshops with the plan sponsor. Request employee education workshops and literature. Schedule CGT training for PAs.
• Communicate compliance testing results and recommend options to improve results (if necessary).
• Monitor plan documents for adherence to applicable rules and regulations.
• Aid clients in complying with year end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and Audit Package preparation and reconciliation.
• Proactively initiate conversations with clients related to compliance testing, training, and plan design.
• Actively look at client criteria for plan reviews, and proactively contact clients to discuss options to increase retention and client loyalty.
• Meet with internal business partners to coordinate proactive contacts with new clients to initiate seamless transition into service organization.
• Organize follow up as necessary on key proactive initiatives to ensure that client expectations are met and deliverables to the client are achieved.
• Provide feedback to management on results of proactive key initiatives and offer suggestions for further development.

Qualifications

• Experience up to 1 year, preference given to candidates with ADP payroll and 401(k) experience.
• 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).
• Proficient 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 gauge client satisfaction through scheduled surveys, client visits, and day-to-day interaction.
• Bachelor's Degree or its equivalent in education and experience.