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000470 - Client Services-OH - Supervisor, Client Service

Westlake, OH 44145, USA Req #304
Monday, September 30, 2019
Equity makes a difference in our client’s lives by helping them reach financial freedom through the inclusion of Alternative Investments and educating clients on the options available. We have a world class online investing portal called myEquity that helps clients manage their accounts and Equity University is the ultimate resource for wealth building and self-directed IRA investing education. You will have the rewarding opportunity to help our clients navigate the world of non-traditional investing.Equity also has a strong value based culture where associates are asked to be innovative, do the right thing for our clients and all within a fun and supportive environment. Our leaders come from a wide variety of well known organizations in the Banking, Investment and Operations industries and are all committed to the growth and development of our associates.

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 Reps and Team Lead(s).

 

ESSENTIAL FUNCTIONS:

• Plans, directs, manages, and evaluates workflow of department and analyzes need for process or procedure improvements

• Conducts monthly associate reviews and coaches associates for continuous improvement

• 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

 

OTHER FUNCTIONS:

• Trains new hire classes

• Meets face to face with clients

• Conducts monthly team meetings

• Plans departmental associate events

• Identifies and recommends process improvement

• Performs other duties as assigned

 

QUALIFICATIONS:

 Education and Experience:

• High School Diploma or equivalent

• Bachelor’s Degree or equivalent call center management experience

 

PROFESSIONAL CERTIFICATION(S):

• None required

 

TECHNICAL SKILLS

• Expert level proficiency in Microsoft Office

• Expert knowledge of CRM

• Intermediate knowledge of work force management tools

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.

Other details

  • Pay Type Salary
  • Westlake, OH 44145, USA