The Sr Client Service and Product Specialist performs business support work focused on servicing and administering abandoned retirement plans, primarily individual account plans such as 401(k) plans, when the plan sponsor can no longer be located, no longer exists, or is unable to maintain the plan. This role provides day-to-day client support and operational support tied to client initiatives.
This position is responsible for providing first-tier support to clients by responding to service inquiries, resolving issues, and supporting the application of established business processes and procedures. The role uses client service, administrative, data organization, coordination, and problem-solving skills to complete work within established procedures, while identifying and resolving typical issues in the work area.
Responsibilities
- Maintain client relationships by processing client requests, resolving inquiries, and ensuring key client and account information is accurate
- Provide prompt responses to client service inquiries through incoming calls, emails, and regular mail
- Maintain effective verbal and written communication with clients, colleagues, and partner teams
- Develop strong working relationships across Client Service and internal partner teams to support issue resolution and service delivery
- Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution
- Act as first-level support and subject matter expert for clients and other client service representatives
- Support application users through instruction, navigation, troubleshooting, maintenance, and evaluation of solutions and alternatives
- Work with internal support teams as needed to identify issue resolution
- Act as a liaison between clients and internal departments to communicate, research, and investigate client issues
- Analyze data and workflows to identify root causes, evaluate options, and recommend efficiencies
- Provide research and consultative support to internal and external clients
- Perform moderately complex clerical, administrative, and office support activities in accordance with established procedures
- Create spreadsheets, presentations, and other documents as directed
- Assemble and compile statistics and data from established sources
- Create formulas and formats of moderate complexity
- Organize correspondence and email and respond to requests for information
- Conduct outbound calls to clients, the Department of Labor, and other government agencies
- Provide support to leaders and the department as required
- Perform other related duties and assignments as directed by management
- Maintain and enhance knowledge of statutory changes and ADP software platforms
Qualifications Required
- Minimum of one year of experience in a similar environment
- Experience using Microsoft applications, including Excel, Word, and Outlook
- Strong organization skills
- Ability to work well under pressure while maintaining a professional demeanor
- Ability to follow established operating procedures and instructions
- Ability to work in a hybrid work environment (3 days in the office / 2 days at home)
- High school diploma or equivalent education and experience
Ready to #MakeYourMark? Apply now!
To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
- Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
- Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
- Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
- Continuously learn through ongoing training, development, and mentorship opportunities.
- Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
- Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
- Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
- Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
Diversity, Equity, Inclusion - Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.