Supervisor, Service Experience

Supervisor for Service Experience Team

Cetera is seeking a Supervisor for our Service Experience team to play a key role in delivering exceptional support to our advisors.

In this role, you will lead a team dedicated to providing high-touch, personalized service through phone support, advisor emails, and online requests. We are looking for a proactive leader who fosters a culture of accountability, ownership, and problem resolution, ensuring that every advisor interaction results in a positive and seamless experience. The ideal candidate is passionate about service excellence, empowers their team to resolve issues efficiently, and is committed to continuously enhancing the overall advisor experience.

Core Responsibilities:

• Cultivating one-on-one relationships with advisors and their staff.
• Supervise the team that will be acting as the primary point of contact for our advisor offices. Team members will be taking ownership of their inquiries from initiation to resolution, through phone and/or email.
• Handling a variety of topics, including assistance with new account openings, trading accounts, money movement transactions, account billing, and account performance reporting.
• Handle escalations of complex cases
• Provide support to our advisors with our key technologies
• Utilizing the Salesforce CRM tool to accurately record and track service requests, ensuring accurate follow-up.
• Providing development and daily task coaching to their respective team.
• Provide training to teams as necessary
• Monitor team key performance and metrics reporting
• Participate in the hiring process for new associates on their team.

Required Knowledge, Skills, and Abilities:

• Experience in customer service or operations.
• Experience in the financial industry
• Experience leading a team.
• Proficiency in Microsoft Office suite.
• Strong verbal and written communication.
• A friendly and professional demeanor.
• Ability to work quickly under pressure and self-motivated.

Desired Knowledge, Skills, and Abilities:

• Bachelor's degree
• Prior experience working in an advisor office
• Licensing (SIE or other FINRA Licensing)
• Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet

Minimum Required

Education & Experience:

• High School diploma or equivalent
• 5 years of related experience in financial service
• 1 year of supervisory or team leadership experience

Travel Requirements:
Up to 10%

About Us

What we give you in return:

Not many teams can say that they support people's dreams coming to life. We happen to do that every day. And as important as we know your career is, we recognize that there's a whole lot more to life. To ensure that our employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:

• Inclusive health, dental, vision, and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20+ days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and fostering.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), Life Lock, Pet Insurance and more.
• Paid caregiver leave to provide time away from work when caring for an ill or recovering family member.
• Additional benefits such as an Employee Assistance Program (EAP), identity theft protection (Life Lock), pet insurance, and other voluntary benefits to provide extra peace of mind

About Cetera

Cetera Financial Group® (Cetera) is a leading network of independent retail broker-dealers and registered investment advisers empowering the delivery of objective financial advice to individuals, families, and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation and a leading provider of retail services to the investment programs of banks and credit unions.

Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.

Cetera Financial Group (Cetera) is a network of independent retail firms, including those that are members of FINRA/SIPC:
Cetera Advisors LLC;
Cetera Wealth Services, LLC (formerly known as Cetera Advisor Networks);
Cetera Investment Services LLC…