Equity Trust Westlake , OH 44145
Posted 2 months ago
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
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.
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. If you have a disability that requires accommodation or paper application, please contact us at careers@trustetc.com.
Equity Trust