Client Support Specialist

A client service specialist with ADP will maintain relationships with retirement plan clients.

Client Service Specialist is responsible for maintaining effective relationships with ADP clients, serving as the direct contact for retirement plan services, communicating service delivery, troubleshooting plan issues, and discussing legislative impacts. The role ensures optimal service, client satisfaction and retention.

• Act as the primary contact for retirement plans, handling day‑to‑day record‑keeping matters and providing prompt customer service. Proactively communicate regularly with clients to evaluate and ensure delivery of optimal service and client retention.
• Apply practical knowledge of testing, system relationships, general POC questions, payroll feeds, and resolve issues appropriately. Escalate issues and send to resolution as needed.
• Proactively discuss products and services, plan design with plan sponsors, assist clients with plan changes, and follow through to completion.
• Schedule education programs and request employee education workshops and literature. Schedule CGT training for PAs.
• Communicate compliance testing results, recommend options to improve results, and 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, audit package preparation, and reconciliation.
• Initiate conversations with clients related to compliance testing, training, and plan design. Coordinate proactive contacts with new clients to ensure seamless transition into the service organization and deliver on key initiatives.

• Up to 1 year of experience.

• Experience in a client service environment; ADP payroll and 401(k) experience preferred.
• Strong oral & written communication skills; strong listening skills.
• Proficiency with Microsoft Office products and ability to learn proprietary system tools (Omni Plus, Power Image, Clarify). Ability to use payroll and record‑keeping systems.
• Ability to learn quickly, function in a fast‑paced environment, and work on multiple projects simultaneously.
• Proven relationship‑building skills; strong time‑management, organization and problem‑solving skills.
• Strong presentation skills; ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled surveys, client visits and day‑to‑day interaction.
• Bachelor’s degree or equivalent in education and experience.

ADP is committed to an inclusive, diverse and equitable workplace and provides equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on qualifications, experience, ability, availability, cooperation, and job performance.