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:

• Manages Complexity
• Builds Effective Teams
• Demonstrates Self-Awareness
• Ensure Accountability
• Self-Development

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.