Customer Service Representative I ($2,000 SIGN ON BONUS)

ADP - El Paso, TX

Full-time

El Paso, TX

Professional, Scientific, and Technical Services

About the position

The Client Service Specialist at ADP is responsible for developing and maintaining effective relationships with clients regarding retirement plan services. This role involves direct communication with clients to ensure optimal service delivery, client satisfaction, and retention. The specialist will assist clients with day-to-day retirement plan administration, troubleshoot issues, and discuss legislative impacts, ensuring compliance and effective service management.

Responsibilities

• Act as the primary contact for retirement plans regarding day-to-day record keeping matters and provide prompt customer service.
• Proactively communicate regularly with clients to evaluate and ensure delivery of optimal service, client satisfaction, and client retention.
• Demonstrate working knowledge of 401k, call center, relationship management, or similar experience.
• Show knowledge of testing, how systems relate, resolve general POC questions, understand workflow, and handle calls above average.
• Apply strategies to clients for plan enhancements, additional business, and overall retention, discussing these benefits with the client.
• Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.
• Proactively discuss 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.
• Schedule education programs for participant education workshops with the plan sponsor.
• Request employee education workshops and literature, and 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 loyalty.
• Meet with internal business partners to coordinate proactive contacts with new clients for a seamless transition into the service organization.
• Organize follow-up as necessary on key proactive initiatives to ensure client expectations are met and deliverables achieved.
• Provide feedback to management on results of proactive key initiatives and offer suggestions for further development.

Requirements

• Experience up to 1 year in a client service environment, preferably with ADP payroll and 401(k) experience.
• Strong oral and written communication skills.
• Strong listening skills.
• Proficiency in Microsoft Office Products (Word, Excel, Outlook, etc.).
• Ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
• Proficiency in using payroll and recordkeeping systems.
• Ability to learn quickly and function in a fast-paced environment while managing multiple projects simultaneously.
• Proven relationship-building skills.
• Strong time management, organization, and problem-solving skills.
• 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.