Supervisor, Client Service

JOB OVERVIEW

The Supervisor, Client Services supervises the activities and assists in the day-to-day operations of the call center. Develops and evaluates a team of Client Service Representatives and Team Lead(s).

RESPONSIBILITIES & DUTIES

• Follows the guidelines set forth in the Equity Trust Service Philosophy
• Plans, directs, manages, and evaluates departmental workflow and analyzes need for process or procedure improvements
• Conducts monthly associate reviews and coaches associates for continuous improvement
• Manages budgetary responsibilities assigned by the department head
• Provides process improvement recommendations based on client and employee feedback
• Drives process changes that will improve the client experience
• Provides real-time assistance to representatives to facilitate client interaction resolution
• Conducts regular calibration sessions with the Quality Audit department
• Performs high level written and verbal communication activities
• Maintains strong working relationships across all departments within the firm
• Resolves any associate concerns
• Enforces Company policy and regulations
• Handles escalated client issues and ensures that they are resolved in a timely manner
• Hires new client service representatives based on departments needs
• Monitors real-time floor performance
• Creates individual development plans for each direct report
• Conducts training of new client services classes
• Meets face-to-face with clients
• Conducts monthly team meetings
• Plans departmental associate events
• Identifies and recommends process improvement
• Keeps job knowledge current through educational opportunities, professional publications, etc.
• Perform other duties as assigned

QUALIFICATIONS

• High School Diploma or equivalent
• Associate degree or equivalent call center management experience
• Minimum 2 years of customer service experience
• Minimum 2 years of financial services experience preferred

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Expert knowledge of Client Relationship Management (CRM)
• Intermediate knowledge of work force management tools
• Expert knowledge of alternative investing

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies: