Client Service Manager

Client Service Manager

ADP is hiring a Client Service Manager for either Louisville, KY; El Paso TX or Salem, NH. Are you ready to join a company offering career advancement opportunities throughout your career journey? Are you looking for an inclusive environment with a culture of collaboration and belonging? Do you have a passion for helping clients? Well, this may be the role for you. Ready to make your mark?

What You'll Do :

In this position you will be responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services. The Client Service Manager is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The Client Service Manager ensures the delivery of optimal service, client satisfaction and client retention. Act as the primary contact for retirement plans regarding day-to-day record keeping matters and provides prompt customer service. Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention. CLIENT SERVICE MANAGER IS REQUIRED TO MAINTAIN ACCURATE RECORDS OF ALL CALLS, Emails, CORRESPONDANCE AND CLIENT VISITS IN ADP CLIENT RELATIONSHIP MANAGEMENT SYSTEMS. CONTINUALLY DEVELOPS AND MAINTAINS PRODUCT, INDUSTRY AND SYSTEMS KNOWLEDGE AND SKILLS

To Succeed In This Role : Requirements

1 to 3 Years of Directly Related Experience Demonstrated ability to drive results through individual efforts and influencing others, without authority over them. Strategic Thinking - demonstrated ability to assess needs and provide innovative solutions to assist clients in meeting their business objectives through the use of ADP's products and service. Communication-able to interact with all levels in an organization including plan participants, managers, and executives. Ability to act as the liaison between clients and ADP Retirement Services. Problem-solving and Collaboration : experience in identifying, solving, and executing problem resolution. Must possess strong financial and business acumen and savvy. Understands and can explain client pricing and profitability. Responds to internal and external requests for financial, client service, and other reporting requirements. Can manage multiple priorities and deliver high-caliber results. Demonstrated ability to lead others through tough situations. Ability to work under pressure with tight time frames. Excellent verbal and written communication skills, including presentation skills. Must possess an "executive" presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients. A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include : Experience noted above, OR Military Experience.

Bonus Points For These :

Strong understanding of the 401(k) product and industry. ASPPA QKA, QPA, or CPC credential.

Responsibilities :

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. Alerts 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 Program(S) 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). 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. 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. Coordinates and peer reviews 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 Required :

3 to 5 Years of Directly Related Experience Bachelor's Degree or its equivalent in education and experience

Preferred Qualifications :

Preference will be given to candidates who have the following : ASPPA QKA PREFERRED Minimum of 2 years of successful experience as a Client Service Manager II (or equivalent DC plan administration 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) Demonstrates 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-mgmt, organization and problem solving skills. Demonstrates 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.

A little about ADP :

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP :

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including : race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP :

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.