Supervisor, Client Support Jobs

The primary responsibility of the Client Support Supervisor is the daily coordination, administrative support and performance management of Client Support staff. They ensure quality customer service is delivered to eMoney’s customers in an efficient manner by training, coaching and mentoring their team members. They manage elevated client calls, working with tier two teams and upper management when necessary. Additionally, they serve as a resource to Client Support staff regarding the eMoney product and Client Services policies and procedures.

This role supports West Coast hours.

Job Responsibilities

• Ensure that employees understand their duties and delegated tasks
• Work with direct manager to enforce organization standards, policies and procedures and initiate disciplinary action when required
• Project work as assigned
• Ensure adherence to daily schedules to achieve optimal queue coverage
• Distribute tasks and duties to Senior and Advisory Client Support Specialists based on their specialty and experience level (area of focus, financial planning experience, CFP designation, etc.)
• Conduct interviews and provide feedback as part of the Client Support hiring team
• Review and approve time sheets and PTO requests
• Receive complaints, resolve problems and manage elevated calls from clients that require interaction with a supervisor, as acting as point of contact with internal departments to resolve issues
• Answers questions on the floor and through the escalation queue for client support team members
• Maintain knowledge of eMoney’s product and enhancements to support clients and staff
• Coach team members and provide constructive feedback to ensure they achieve their KPI’s and meet quality standards for all interactions
• Educate internal staff on client experience concepts and processes

Requirements

• Certified Financial Planner (CFP) designation is a plus
• Strong understanding of at least three of the following five topics: investment planning, retirement planning, life insurance planning, education planning, estate planning
• Bachelor’s degree or equivalent work experience required
• 3+ years in a Customer Service/Support role or relevant experience in the financial or insurance industry

Skills

• Strong understanding of financial terms and concepts
• Strong interpersonal and written/verbal communication skills
• Outstanding organizational and leadership skills
• Working knowledge of financial services operations
• Reliable, with high integrity and strong work ethic
• Working knowledge of financial planning concepts
• Ability to successfully solve problems and resolve conflicts independently
• Familiar with web applications
• Detail-oriented and takes pride in accomplishing a wide variety of tasks in a fast-paced environment
• Excellent communication and interpersonal skills
• Advanced knowledge of eMoney Advisor’s products and services
• Professional appearance and attitude
• Strong aptitude for call center staff development
• Proven organizational, coaching and leadership abilities
• Ability to lead and motivate employees of varying experience, tenure, professional and educational background
• Strong organization and management skills
• Ability to manage multiple projects and tasks simultaneously
• Strong independent judgement and decision-making skills

The salary range for this position is $70,000 - $94,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.