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000220 - Sales EI - Supervisor, Relationship Management

Westlake, OH 44145, USA Req #324
Wednesday, December 18, 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, Relationship Management (RM) supervises a team of Relationship Managers, monitors staff activities and interactions to ensure high quality Equity Institutional (EI) client experiences, and ensures team is adhering to operational controls, corporate and regulatory policies, and procedures to ensure the safety and security of EI clients and Equity Trust Company (ETC) assets.

 

ESSENTIAL FUNCTIONS:

• Serves as the primary point of contact for the RM team, internal partners, and EI clients for issues and concerns that impede group from meeting established service level agreements

o Guarantees escalated issues are attended to and resolved

o Ensures appropriate tracking of all escalated items through established tools

o Participates in regular meetings to review escalation activity and resolution

• Supervises team of Relationship Managers

o Ensures performance objectives are communicated

o Communicates progress toward team goals on a daily basis

o Evaluates quality of client experience by monitoring recorded telephone interactions for review with RM

o Provides performance feedback and developmental coaching on a regular basis to support RMs in achievement of individual and departmental goals

 • Collaborates with the EI Director and Business Development Specialist to determine suitability of new EI client for an RM portfolio

o Ensures the Onboarding RM is engaged in all new EI client >10 accounts

o Maintains a strict discipline around adding/removing EI clients from RM portfolios based on production and activity; all suggested changes to be reviewed with the EI Director

• Gathers and analyzes data and reports on key performance indicators

 

OTHER FUNCTIONS:

• Reviews and summarizes EI client feedback for review with each RM

• Calculates RM commission allocation based on monthly performance and submits to Payroll for timely payment

o Distributes 360 feedback surveys monthly to RM team to gather feedback on demonstration of required behaviors

o Gathers responses and report results

• Serves as a subject matter expert to provide, proof, and edit content of documented procedures, training, and related materials

• Performs other duties as assigned


QUALIFICATIONS:

Education and Experience:

• High School Diploma or equivalent

• Bachelor’s Degree in Communications, Business, or Finance preferred

• Minimum 3 years in a senior sales role or relationship management role

• Financial service industry preferred

 
PROFESSIONAL CERTIFICATION(S):

• None required


TECHNICAL SKILLS:

• Intermediate level proficiency in Microsoft
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