Client Support Specialist (HIRING EVENT)
ADP
About the Role
The Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and serves as the direct client contact for retirement plan services. This role involves 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 goal is to ensure the delivery of optimal service, client satisfaction, and client retention.
Key Responsibilities
- Act as the primary contact for retirement plans regarding day-to-day recordkeeping matters and provide prompt customer service.
- Proactively communicate regularly with clients to evaluate and ensure the delivery of optimal service, client satisfaction, and client retention.
- Apply strategies for plan enhancements, additional business, and overall retention, and discuss these benefits with clients.
- Maintain a basic understanding of the types of investments in each retirement plan and act as a conduit for client questions.
- Proactively discuss products, 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.
- Communicate compliance testing results and recommend options to improve results, if necessary.
- 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 review 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 client expectations are met and deliverables are achieved.
- Provide feedback to management on results of proactive key initiatives and offer suggestions for further development.
Requirements & Tech Stack
- Working knowledge of 401k, call center, relationship management or similar experience.
- Understanding of Testing, how systems relate, resolving general POC questions, understanding work flow, above-average call handling, payroll feeds, progressing technically.
- Ability to escalate and send issues to resolution appropriately.
- Proficiency in using Microsoft Office Products (Word, Excel, Outlook, etc).
- Ability to learn other proprietary system tools such as Omni Plus, Power Image, and Clarify.
- Proficiency in using payroll and recordkeeping systems.
Qualifications
- Bachelor's Degree or its equivalent in education and experience.
- Strong oral/written communication skills.
- Strong listening skills.
- Ability to learn quickly and function in a fast-paced environment.
- Ability to 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
- Experience in a client service environment.
- ADP payroll and 401(k) experience.