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Jobs · OTHR · Texas

Manage, 401(k) Client Services

ADP · El Paso, TX · 1 mo ago
HybridOTHRFull-time

About the role

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 support groups. Utilizes extensive 401(k) product knowledge and experience to support staff in 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. Provides communication with payroll regions and other 401(k) departments to resolve client issues. Business travel may be required.

Responsibilities

  • Manages the Regional 401(k) department, providing feedback to each associate based on their job duties to ensure 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.
  • Coordinates functions within the department to initiate communication and encourage team spirit.
  • Responds 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, assign new 401(k) Specialists, and receive feedback on client concerns.
  • Resolves escalations via phone and email including point-of-call escalation.
  • Works with the HR/Client Relations Executive to schedule client service calls of Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product and 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.
  • Trends client escalations and provides summary reports to Plan Executive monthly.
  • Manages NPS Detractors and Promoters and periodically calls clients for feedback.
  • Works with Plan Exec and Management to roll out annual strategies and campaigns.
  • Manages department productivity; monitors Clarify queues and workgroups.
  • Performs other related duties as assigned.

Qualifications

  • Required: 4+ years of experience with Qualified Plans.
  • At least 2 years’ proficiency with client service regarding Qualified Plans.
  • Preference will be given to candidates who have:
    • Bachelor’s Degree or its equivalent in education and experience.
    • Demonstrated continuing education in the 401(k) field (e.g., CEBS, QKA, ERPA).
    • In-depth working knowledge in the retirement service industry.
    • Experience with a TPA or record keeper.
    • General financial services background and general ERISA knowledge.
  • Demonstrates strong oral and 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 skills.
  • Proven relationship-building skills.
  • Strong time management, organization and problem-solving skills.
  • Ability to coordinate and take the lead on conference calls.
  • Ability to gauge client satisfaction through scheduled surveys, client calls/visits and day-to-day interaction.

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