Client Service Manager I

About the Role

• Hybrid position: 3 days in the office, 2 days remote.
• Direct client contact for retirement plan services.
• Responsible for developing and maintaining effective relationships with ADP clients.

Key Responsibilities

• 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 optimal service, satisfaction, and 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.
• Maintain a basic understanding of the types of investments in each retirement plan and act as a liaison 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.
• Communicate and/or support compliance testing results and recommend options to improve results.
• Monitor plan documents for adherence to applicable rules and regulations.
• Assist and/or support clients in complying with year-end requirements (e.g., minimum distribution requirements, forfeiture reallocation, 5500 preparation, 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 (e.g., M&A activity or payroll additions).
• Provide mentoring and constructive feedback to new associates.
• 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 client interactions, operational data, and clarify cases.
• Participate in disaster recovery testing and provide feedback on system enhancements.
• Perform other related duties as assigned.

Requirements & Tech Stack

• Microsoft Office Products (Word, Excel, Outlook, etc.)
• ADP client relationship management system
• Omni Plus (ability to learn)
• Power Image (ability to learn)
• Clarify (ability to learn)
• Payroll systems (proficiency)
• Recordkeeping systems (proficiency)

Qualifications

• Bachelor's Degree or equivalent in education and experience.
• Experience in a client service environment.
• Strong oral/written communication skills.
• Strong listening skills.
• Ability to learn quickly.
• Ability to function in a fast-paced environment.
• Ability to work on multiple projects simultaneously.
• Proven relationship-building skills.
• Strong time management skills.
• Strong organization skills.
• Strong problem-solving skills.
• Strong presentation skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction.

Preferred Qualifications

• ASPPA QKA
• ADP payroll experience
• ADP 401(k) experience