Customer Service Manager II
Numero richiesta: 252882
Categoria: Client Service
Data di pubblicazione: June 30, 2024
Categoria: Client Service
Data di pubblicazione: June 30, 2024
Sede lavoro: Louisville, KY, US
ADP is hiring a Client Service Manager II. In this position you will be responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services. The Client Service Manager is responsible for 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 Client Service Manager ensures the delivery of optimal service, client satisfaction and client retention. Acts as the primary contact for retirement plans regarding day-to-day record keeping matters and provides prompt customer service. Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.
The Client Service Manager is required to maintain accurate records of all calls, emails, correspondence and client visits in ADP Client Relationship Management systems. They continually develop and maintain product, industry, and systems knowledge and skills.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
- Proactively discuss and/or support products and services, and plan design with plan sponsors.
- Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
- Alerts management and other appropriate parties (ie. legal, financial advisor, alliance manger, other ADP business units, etc.) of critical client issues where appropriate.
- Maintain a basic understanding of the types of investments in each retirement plan and be a LIASON for client questions.
- Assess, recommend and/or create custom client and participant Education Program(S) and 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.
- Provides mentoring & constructive feedback to new associates on a consistent basis.
- Effectively handles escalated calls.
- Assists in phone monitoring duties.
- Proactively assists with critical clients.
- Coordinates and peer reviews plan changes and acquisitions.
- Keeps management abreast of any trends visible through all client interactions, operational data and clarify cases.
- Takes part in disaster recovery testing and provides feedback on system enhancements
- Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
- 3 to 5 Years of Directly Related Experience
A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:
- Experience noted above, OR
- Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Strong understanding of the 401(k) product and industry. ASPPA QKA, QPA, or CPC credential preferred, but not required.
- Demonstrated ability to drive results through individual efforts and influencing others, without authority over them.
- Strategic Thinking – demonstrated ability to assess needs and provide innovative solutions to assist clients in meeting their business objectives through the use of ADP’s products and service.
- Communication-able to interact with all levels in an organization including plan participants, managers and executives. Ability to act as the liaison between clients and ADP Retirement Services.
- Problem-solving and Collaboration: experience in identifying, solving and executing problem resolution. Must possess strong financial and business acumen and savvy.
- Understands and is able to explain client pricing and profitability.
- Responds to internal and external requests for financial, client service, and other reporting requirements.
- Is able to manage multiple priorities and deliver high-caliber results.
- Demonstrated ability to lead others through tough situations.
- Ability to work under pressure with tight time frames.
- Excellent verbal and written communication skills, including presentation skills.
- Must possess an “executive” presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients
- Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration.
#LI-Hybrid
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.
