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Supervisor, Client Services

4 months ago

Fort Myers, United States Equity Trust Full time

* This position is located in our Fort Myers, FL office and is eligible for a hybrid schedule after probationary period.

When you work at Equity Trust, there is never a dull moment You get to be a part of a dynamic, innovative, and collaborative team dedicated to providing a superior client experience and driven by performance. Our culture of learning and growth encourages our teams to challenge the status quo and break through ceilings to establish new standards for our industry. For all our associates, the journey is both challenging and rewarding, and we embrace the flexibility to allow you to pave your own path. Come join our mission and learn what it truly means to self-direct your future

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.

RESPONSIBILITIES & DUTIES

* Follows the guidelines outlined in the Equity Trust Service Philosophy
* Efficiently and proactively manages client and investment sponsor correspondence (incoming calls, emails, chats, and client visits)
* Handles escalated client issues and offers real-time assistance to representatives to facilitate client interaction resolution. Follows up on such actions, as needed.
* Monitors department call queues to make sure queues are adequately staffed
* Plans, directs, manages, and evaluates departmental workflow and recommends process or procedure improvements to management
* Acts as a resource for staff within the department and outside the department
* Conducts weekly team meetings
* Conducts weekly associate check-ins and coaches associates for continuous improvement
* Creates individual development plans for each direct report
* Conducts regular calibration sessions with the Quality Control Team
* Resolves associate concerns
* Assists in the hiring of new client service representatives
* Assists with training of new client services classes
* Enforces Company policy and regulations
* Willing to perform and assist with Client Services Associate duties as needed
* Perform other duties as assigned

QUALIFICATIONS

* Bachelor's degree preferred
* Experience leading a team, preferably in a customer service or call center setting
* 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)
* Working knowledge of alternative investing or financial services

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
* Ensures 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.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.