Customer Service Manager

ADP is hiring a 401(k) Client Service Manager. Manages the day to day activities of a 401(K) client services team to ensure delivery of optimal service. Typically manages 4-5 401(k) Specialists. Maintains high visibility within a fast-paced, dynamic environment with an emphasis on high levels of statistical achievement. Balances statistical achievement with quality of service initiatives to ensure that all clients receive accurate, professional and timely responses to inquiries/issues. Ensures seamless client service through regular interfaces with internal business partners such as payroll and all our Support Groups. Utilize extensive 401(K) product knowledge and experience to support staff resolving 401(K) product and service issues. Implements enhancements in product and service levels to all service associate levels and provides measurements of success accordingly. Provides a vehicle through which procedural modifications, changing business needs and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff. Determines training requirements; manages human resource issues and performance for the team. Provide communication with payroll regions and other 401(K) departments to resolve client issues. Business travel may be required.

RESPONSIBILITIES:

• Manages the Regional 401(k) department, providing feedback to each associate, based on their job duties, ensuring quality performance, and high standard work ethic.
• Manages performance of associates in order to meet employee retention goals, to ensure high statistical achievement and provide opportunities for career development.
• Drafts performance appraisals for associates and provides feedback;works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
• Coordinate functions within the department to initiate communication and encourage team spirit.
• Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
• Works with the New Business Team to ensure client satisfaction with the 401(k) product,to assign new 401(k) Specialists - to receive feedback on client concerns.(MEP)
• Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.(MEP)
• Provides assistance to the 401(k) Plan Specialist regarding client problem resolution in the technical - compliance features of the 401(k) Plan.
• Trend client escalations and provide summary reports to Plan Executive monthly.
• Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
• Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
• Manage Dept Productivity, Monitor Clarify Queues and workgroups.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• 4+ Years experience with qualified Plans.
• At least 2 years' proficiency with client service regarding qualified Plans.

Preference will be given to candidates who have the following:

• Bachelor's Degree or its equivalent in education and experience
• Demonstrated continuing education in the 401(k) field. (CEBS, QKA, ERPA)
• In-depth working knowledge in retirement service industry.
• Prefer experience with a TPA or record keeper.
• General financial services background. General ERISA knowledge.
• Demonstrates strong oral/written communication skills. Demonstrates strong listening skills
• Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
• Demonstrates ability to learn other proprietary system tools and Clarify).
• Proficiency in using payroll, HR databases and recordkeeping systems
• Personnel management, strategic thinking, and decision making
• Proven relationship-building skills. Strong time-mgmt, organization and problem solving skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled surrey's, client calls/visits and day-to-day interaction

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.