Customer Service Representative
ADP
About the Role
The Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients, serving as the direct client contact for retirement plan services. This role involves communicating with clients regarding service delivery, providing assistance with day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of 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 concerning daily record-keeping matters and provide prompt customer service.
- Proactively communicate regularly with clients to evaluate and ensure optimal service delivery, client satisfaction, and client retention.
- Apply strategies for plan enhancements, additional business, and overall retention.
- Maintain a basic understanding of investment types within retirement plans and act as a liaison for client questions.
- Proactively discuss products, services, and plan design with plan sponsors.
- Assist clients with requests for plan changes and ensure the completion of necessary project plans.
- Schedule participant education workshops and request employee education workshops and literature.
- Schedule CGT training for PAs.
- Communicate compliance testing results and recommend options for improvement.
- Monitor plan documents for adherence to applicable rules and regulations.
- Assist clients with year-end requirements, including minimum distribution requirements, forfeiture reallocation, 5500 preparation, and Audit Package preparation and reconciliation.
- Initiate conversations with clients regarding compliance testing, training, and plan design.
- Review client criteria for plan reviews and proactively contact clients to discuss options for increasing retention and client loyalty.
- Meet with internal business partners to coordinate proactive contacts with new clients for a seamless transition into the service organization.
- Organize follow-up on key proactive initiatives to ensure client expectations are met and deliverables are achieved.
- Provide feedback to management on the results of proactive initiatives and suggest further development.
Requirements & Tech Stack
- Working knowledge of 401k, call center, relationship management, or similar experience.
- Knowledge of Testing, system interdependencies, general POC questions, work flow, above-average call handling, payroll feeds, technical progression, and appropriate issue escalation and resolution.
- Proficiency in using payroll and recordkeeping systems.
- Microsoft Office Products (Word, Excel, Outlook, etc.).
- Ability to learn other proprietary system tools such as Omni Plus, Power Image, and Clarify.
Qualifications
- Demonstrated strong oral/written communication skills.
- Demonstrated 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.
- Demonstrated strong presentation skills.
- Ability to coordinate and lead 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.
Preference is given to candidates with:
- Experience in a client service environment.
- ADP payroll and 401(k) experience.