Customer Service Representative

About the Role

The Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services.

Key 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 the delivery of optimal service, client satisfaction, and client retention.
• Communicate compliance testing results and recommend options to improve results.
• Monitor plan documents for adherence to applicable rules and regulations.
• Assist 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 a seamless transition into the 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.
• Discuss the impact of select legislative requirements.
• Troubleshoot plan issues.
• Provide assistance on day-to-day retirement plan administration.
• Discuss 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.
• Schedule Education Programs for participant education workshops with the plan sponsor.
• Request employee education workshops and literature.
• Schedule CGT training for PAs.
• Apply strategies where appropriate to clients for plan enhancements, additional business, and overall retention.
• Maintain a basic understanding of the types of investments in each retirement plan and act as a conduit for client questions.

Requirements & Tech Stack

• 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, progressing technically, escalates issues appropriately, sends issues to resolution appropriately.
• 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.

Qualifications

• Experience up to 1 year.
• Experience in a client service environment.
• ADP payroll and 401(k) experience is preferred.
• Demonstrates strong oral/written communication skills.
• Demonstrates strong listening skills.
• 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.
• 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.
• Bachelor's Degree or its equivalent in education and experience.