Customer Service Representative

About the Role

This position is hybrid, working in the office 3 days per week, and from home 2 days per week.

Key Responsibilities

• Develop and maintain effective relationships with ADP clients.
• Serve as the direct client contact for retirement plan services.
• Communicate with clients regarding service delivery.
• Provide assistance on day-to-day retirement plan administration.
• Troubleshoot plan issues.
• Discuss the impact of select legislative requirements.
• Ensure 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.
• 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 the ADP client relationship management system.
• 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 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 act as a LIASON for client questions.
• Assess, recommend, and/or create custom client and participant Education Program(S).
• 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.
• 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 & Tech Stack

• ADP client relationship management system
• Microsoft Office Products (Word, Excel, Outlook)
• Proprietary system tools (Omni Plus, Power Image, and Clarify)
• Payroll and recordkeeping systems

Qualifications

• Up to 1 Year of Directly Related Experience
• Bachelor's Degree or its equivalent in education and experience
• Experience in a client service environment
• ADP payroll and 401(k) experience (preferred)
• Strong oral/written communication skills
• Strong listening skills
• Ability to learn other proprietary system tools
• 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

Preferred Qualifications

• ASPPA QKA