Advisor Service Representative

Work Location(s): Florham Park, NJ, US

Louisville, KY

Salem, NH

El Paso, TX

Title: Advisor Service Representative

Position Summary:

Developing and maintaining the confidence of the RS advisor channel is an essential component to the success of ADPRS. The Advsior Service Representative role supports advisor-centric and associated client related inquiries with a concentration in RS Advisor Services for generalist and prospecting advisors; demonstrated understanding, operational aptitude, and application of advisor and client services driving retention, growth, and ADP’s overall value proposition. Employee must exhibit aptitude and application of all service tools and systems available and demonstrate effective communication skills in written and verbal formats. Overall ability to recognize and connect Advisor with Sales and others within the organization to support retention and growth; ability to communicate ADP’s value proposition within a continuous learning environment; The Advisor Client Service Specialist is responsible for developing and maintaining effective relationships with ADP clients and advisors and is the direct service contact for retirement plan services. The Advisor Service Representative is responsible for communicating service delivery, providing assistance on day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements. The Advisor Service Representative ensures the delivery of optimal service, satisfaction and retention. 

Essential Duties & Responsibilities: 

• Act as the primary contact retirement plans with an emphasis in advisor services regarding day to day record keeping matters and provides prompt customer service. Proactively communicates regularly with advisor and client to evaluate and ensure delivery of optimal service, satisfaction and retention. Working knowledge of 401k, call center, relationship management or similar experience. Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progressing technically, escalates issues appropriately, sends issues to advanced support appropriately. Applies strategies where approprieate to advisors and clients for plan enhancements, additional business and overall retention and discusses these benefits with the advisor and client. Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for advisor and client questions.
• Proactively discuss products and services, and plan design with advisors and plan sponsors. Assist advisors and sponsors with requests for plan changes and ensure the necessary project plans are followed through to completion.
• Schedules Education Program for participant education workshops with the plan sponsor. Request employee education workshops and literature. Schedules CGT training for PAs and advisors.
• 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 initiates conversations related to compliance testing, training and plan design. Actively looks at client criteria for plan reviews, and proactively contacts client to discuss option 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.
• Researches and resolves inquires involving advisor compensation, broker changes, payroll, finance, impounding, compliance testing. Researches & resolves issues forwarded to them from sales, financial advisors and management. Assists advisor, clients & auditors in reconciling 5500 related questions. Looks for trends in cases submitted and escalates as appropriate. May provide training of newer reps as necessary. Proactively communicates with the advisor and client on statuses of open cases. Provides assistance to inbound reps in terms of feedback re: their cases.
• A relationship manager role. Discusses impact of client changes, testing, new regs with the advisor and client in an effort to win additional business. Keeps abreast of product enhancements in an effort to offer information to advisors and clients. Identifies issues and training needs amongst associates and provides consistent performance feedback to management. Call coaches and scores, and mentors associates on team. Demonstrates leadership ability. Coordinates and provides management with progress reports on critical advisor, client, and initiatives. At the direction of management, responds to critical advisors and clients by initiating conference calls &/or client visits to promote retention. Assists management in future planning of team and department.
• Provides mentoring & constructive feedback to new associates on a consistent basis. Effectively handles supervisor calls and quantifies P&L. Assists in phone monitoring duties. Proactively assists with critical advisors and clients. Coordinates and peer reviews plan changes and acquisitions. Keeps management abreast of any trends visible through inbound calls and resolution cases. Takes part in disaster recovery testing and provides feedback on system enhancements. 

Education & Experience:

• Preferred Bachelor’s Degree
• 3 to 5 Years of 3-5 years of direct 401k Service experience
• Minimum of 2 years of successful experience as an Advisor Service Representative II (or equivalent DC plan administration experience).

Candidate MUST have 3-5 years of direct 401k Service experience. QKA, QKC or other Retirement Service Industry designations are a plus.  Candidate should have experience resolving complex 401k plan issues.

Prior phone and email customer service required.  Experience working in or leading inbound call environments are a plus.  Candidate should display top-of-class de-escalation and communication skills.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that 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 any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. 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.