Advisor Support Supervisor - Client Services

Advisor Group•Atlanta, GA

27d•$60,000 - $68,000•Hybrid

About The Position

As a Supervisor of Client Services, you will engage directly with our orphaned clients helping service and support their accounts while leading a team of Client Services phone professionals who do the same. The supervisor will be responsible for supporting the Client Services phone agents and answering questions related to the common call types we receive, including money movement, account maintenance, new account opening, etc. Our ideal candidate ensures the quality and timeliness in delivery of service. A collaborative and entrepreneurial approach will drive success as you help to resolve complex inquiries on behalf of the team you lead. Your contributions will ensure that our orphaned clients get best-in-class service in every interaction with Osaic. The Ideal Supervisor of Client Services must be capable of succeeding in a fast-paced team environment and possess a passion for elevating the advisor’s experience. This position’s primary objective is to manage a group of individual agents who are responsible for the service of our orphaned accounts within the Client Services population while supporting the quality development of Client Services as a whole.

Requirements

Minimum 2 years related experience within the industry, interfacing regularly with clients or financial professionals
Experience and comfort level with engaging and supporting the needs of clients with complex expectations
Exceptional oral and written communication skills with a strong attention to detail
Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of client dedication
Outstanding professional presence and positive customer service attitude
Successful track record of customer-centric decision making
Ability to cope with and persevere through frequent and unexpected changes
Excellent organizational skills, with the ability to handle multiple tasks
Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree.
Minimum of high school diploma or equivalent is required.

Nice To Haves

At least 2 years management experience required with demonstrated ability to develop people, at different performance levels, via established performance objectives, regular feedback, and appropriate recognition
Bachelor's degree in business, Finance or related field is preferred
CRM experience / Salesforce experience.
Completion of FINRA SIE exam.
FINRA Series 7 license, other FINRA licenses.

Responsibilities

Lead a team of Client Services agents that will support and service Osaic’s orphaned accounts.
Set team goals, establish vision and take action to achieve goals.
Effectively coach, in a diversity of ways, to drive team results for client satisfaction, service, quality, and productivity aligned to department objectives
Provide timely coaching, training, and total performance management
Support the entire Client Services team with real time help floor walking and being support to team members who need additional coaching
Assist with client services processing tasks as needed to ensure timely and accurate handling of requests
Support the client team chat channel, answering team member questions real time
Develop and maintain internal relationships
Identify and take responsibility for addressing operational and organizational challenges that impact the team
Effectively adopt changing business needs and guide employees through shifting priorities