Advisor Service Representative

ADP

Bluegrass Parkway, Louisville, KY, US

Full-time

Position Description

ADP is hiring an Advisor Service Representative

Do you thrive in a fast-paced environment?
Are you a natural at building strong relationships with your clients?
Are you ready to join an inclusive and diverse company offering advancement opportunities throughout your career journey?

Position Summary : Developing and maintaining the confidence of the RS advisor channel is an essential component to the success of ADPRS.

The Advisor Service Representative role serves as the service contact for 401(k) advisor partners and our shared 401(k) clients.

The Advisor Service Representative supports both tenured 401(k) Plan advisors as well as advisors new to the 401k industry, spanning relationships with some of the top broker dealer firms in the industry to smaller boutique advisory firms.

The ASR answers day-to-day service inquiries via email and phone delivering a top-of-class service experience encouraging growth and promoting retention of valuable Advisor and Plan relationships.

In addition to servicing issues and inquiries advisors bring to our attention, an effective ASR will proactively review advisor’s books of business with ADP, offering value-add features and upgrades for plans, and ensuring we are positioned ahead of the competition.

An ASR works in partnership with our Sales team and relationship managers to escalate issues advisors and clients have brought to them, enabling them to and retain and grow existing relationships and win new business.

A successful ASR has a goal to alleviate any service obstacles in the way of a growing and thriving relationship with our advisors and mutual clients and are directly responsible for the maintenance and retention of the advisor relationship.

401(k)s are highly complex and customizable employee benefit instruments with a regulatory landscape that is constantly changing, and ADP is constantly improving our product and service to out-match our competitors.

A successful ASR will continuously endeavor to expand their expertise on the 401(k) product; its processes, features, evolutions, expectations and limitations utilizing internal and external resources.

The nature of what you do every day will be engaging in a consultative service relationship with both advisors and their clients by phone and email.

The questions you receive will vary, as will the solutions you provide based on each company's unique composition and needs.

There will be no shortage of exciting new challenges and questions, which will keep things interesting at all levels of tenure within ADP RS.

Our top-ranked training and mentoring program will set you up for success in just a few short weeks!

To thrive in this role , you are an expert at building trust and rapport with Advisors, demonstrating a high level of ownership for any inquiries that come your way.

Over the phone and in writing, your communication style is clear, professional, and overflowing with eagerness to help. You also are an excellent time manager.

You are able to balance a multitude of responsibilities and service experiences throughout your day. As a result, your advisor and client satisfaction scores and productivity metrics are consistently top-of-class.

You find excitement in adapting to a fast-paced and ever-changing environment.

What you'll do : Responsibilities

What you can expect on a typical day :

Research and resolve issues and inquiries involving plan operation, advisor compensation, broker dealer or firm level changes, investment fund changes, plan reporting and compliance, 401(k)-related payroll issues, website issues, money movement , and annual regulatory filing / compliance events such as IRS Form 5500, Plan Audits, and Year-End Compliance Testing.
Work with internal partners, advisors and clients directly to resolve any issues or inquiries related to plan operation or the advisors book of business.
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.
Communicate compliance testing results and discuss 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, employee education and plan design. Actively examining client criteria for plan reviews, and proactively contacting advisor 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.

Research and resolve inquires involving but not limited to 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.

Identifying trends in recurrent issues and escalating them to leadership when appropriate.

Open to opportunities to provide training and feedback on newer teammates as you grow in your role.
Proactively communicate with the advisor and client on statuses of open cases and stay involved through final resolution.
Stays abreast of product enhancements in an effort to offer information to advisors and clients.
At the direction of management, responds to critical advisors and clients by initiating conference calls and / or client visits to promote retention.

Assists management in future planning of team and department.

TO SUCCEED IN THIS ROLE : Requirements

2+ years of Client Service
Exceptional verbal and written communication skills
Comfortable answering email / phone service inquiries and being accountable to productivity and quality metrics.
You are comfortable leading conference calls with partners and account stakeholders and have a professional presence.
Prior phone and email customer service experience required.
Being comfortable with taking inbound service calls and making outbound calls
Candidate should display top-of-class communication skills, issue resolution, and display ownership of the service experience.

A bachelor's degree is preferred but not required. What's more important is having the skills and experience to do the job.

Other acceptable experiences could include :

Experience noted above, OR
Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

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 on 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.