Customer Service Manager II

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#259756

ice Manager and/or Relationship Manager to effectively maintain, build and manage client relationships at all levels to ensure ADP Retirement Services is successfully helping clients achieve their business strategies. Responsible for driving results with clients, with the goal of increasing client experience, advisor experience, participant experience and client retention. Partners with Sales, Implementation, and Operations organization to resolve escalated and complex client issues.

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:

Consultant and Business Partner:
Functions as a consultant and business partner to assigned client issues, Service/Operational Teams, Sales and Market leadership to evaluate and deliver on client needs.

Responsible for driving client retention and delivering message to clients and associates regarding the Retirement Services value proposition, creating and executing an issue resolution and retention strategy that will help develop a value-based relationship with each client.

Participates on task force or project teams that focus on strengthening client relationships.

Designs and executes improvements for process and procedures so that established goals are met.

Sets and manages client expectations and activity, including identifying and developing additional service opportunities and coordinating delivery of ADP Retirement services and products.

Acts as escalation point person overseeing complex client or advisor issues, coordinating internal stakeholders and swiftly bringing issues to resolution.

Communication:
Actively and consistently communicates with clients and internal teams.

Also, provides continuous inter and intra departmental communications to enhance the market's effectiveness in dealing with critical client issues.

Works with the Senior Director to develop and implement best practices and on business service challenges, product quality and solutions to enhance service delivery.

Revenue Generation:
Is responsible for the needs analysis and presentation of new and optional products and services to the client base which can help the Market reach its revenue goals and further add to the overall value proposition and client experience of the base.

Financial Analysis:
Conducts financial analyses of client relationship and provides to client and internal service team with perspective on the value of services provided, as needed.

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.

Communic…