Client Services Director

6 days ago

Norfolk, Nebraska, United States Retirement Plan Consultants LLC Full time
Job Opportunity

We are seeking a seasoned professional to lead our Client Service Team in the retirement industry. As a strategic leader, you will be responsible for developing and managing a high-performing team that delivers exceptional service to our valued clients. With in-depth knowledge of the retirement industry and strong leadership skills, you will ensure the team's success in fostering lasting relationships, providing expert guidance, and driving client satisfaction.

Key Responsibilities
  • Team Leadership and Development
    • Lead, motivate, and supervise the Client Service Team.
    • Foster a positive and collaborative team culture that values open communication, continuous learning, and professional growth.
    • Conduct regular performance evaluations, provide feedback, and identify opportunities for skill development and training.
  • Customer Support
    • Guide the Client Service Team in building and maintaining strong, long-lasting relationships with our clients.
    • Oversee the daily operations of the customer service team to understand clients' needs, enabling them to offer personalized solutions and services.
    • Monitor and ensure proactive and timely communication to clients, addressing inquiries, and offering quality recommendations.
    • Act as an escalation point for complex or sensitive client issues, guiding the team to address and resolve matters promptly and effectively.
  • Quality Assurance
    • Implement and maintain quality assurance processes to ensure high standards of customer service.
    • Conduct regular audits of customer interactions to identify areas of improvement.
  • Performance Metrics
    • Establish key performance indicators (KPIs) for the customer service team.
    • Monitor and analyze performance metrics, providing feedback and implementing improvements as needed.
  • Process Improvement
    • Identify opportunities for process improvement to enhance efficiency and customer satisfaction.
    • Collaborate with cross-functional teams to implement improvements and streamline workflows.
  • Training and Development
    • Develop and deliver ongoing training programs for customer service representatives.
    • Stay informed about industry trends, best practices, regulations, and retirement-related developments to share valuable insights with both the team and clients.
    • Prepare employees for growth in industry knowledge for promotions to other departments within the company, creating a pipeline for talent acquisition.
  • Customer Feedback
    • Gather and analyze customer feedback to identify trends and areas for improvement.
    • Implement strategies to enhance the overall customer experience.
  • Technology Utilization
    • Stay informed about the latest customer service technologies and tools.
    • Implement relevant technologies to improve service delivery and customer interactions.
  • Budget Management
    • Work with the finance department to manage the customer service budget effectively.
  • Reporting
    • Generate regular reports on customer service performance and present findings to the COO.
Requirements
  • Proven leadership experience in the retirement industry, with a focus on client services and relationship management.
  • Comprehensive knowledge of company systems, processes, and programs.
  • Excellent leadership, communication, and interpersonal skills, with the ability to inspire and influence a team effectively.
  • Strong problem-solving and analytical skills.
  • Ability to work in fast-paced and dynamic environments.
About Us

We are a leading independent distributor of life, health, and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Our purpose is to help people protect their life, health, and wealth so they can prepare for the good days ahead.

We offer a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. Headquartered in Dallas, Texas, we are committed to meeting Americans wherever they are - in person, over the phone, or online. We are an Equal Opportunity employer and welcome qualified applicants from diverse backgrounds.

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