Client Service Specialist

ADP Is Hiring A Client Service Specialist II

In this position you will be responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for Section 125 Premium Only Plan (POP) services. The Client Service Manager is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day POP 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.

Responsibilities:

• Acts as the primary contact for section 125 POP 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.
• Assist clients with requests for plan changes and ensures the necessary project plans are followed through to completion.
• Communicates compliance testing results and recommends options to improve results (if necessary).
• Monitor plan documents for adherence to applicable rules and regulations.
• Proactively initiates conversations with clients related to training and plan design.
• Actively looks at client criteria for plan reviews.
• Proactively contacts clients to discuss options to increase retention and client loyalty.
• Meets with internal business partners to coordinate proactive contacts with new clients to initiate seamless transition into service organization.
• Organizes follow up as necessary on key proactive initiatives to ensure that client expectations are met and deliverables to the client are achieved.
• Provides feedback to management on results of proactive key initiatives and offers suggestions for further development.
• Explains to the client how systems relate.
• Resolves general point of call questions.
• Understands workflow, above average call handling, payroll feeds along with progressing technically.
• Escalates issues appropriately.
• Applies strategies where appropriate to clients for plan enhancements, additional business and overall retention and can discuss these benefits with the client.

Qualifications Required:

• 1 to 3 Years of Directly Related Experience
• Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST I (or equivalent DC plan administration experience).