Service Leader, Onsite Relationship Management

Location

Fully Onsite

Join our dynamic management team at our Minnesota General Office (GO) as a Service Leader, where you’ll play a critical role in strengthening connections across our organization and supporting the success of your local office. In this role, you’ll serve as a relationship manager and the primary liaison between the Service team and our local Managing Partner, recruiters and their agents, ensuring seamless communication, collaboration, and alignment of service support with the needs of the General Office.

• Champion Service Relationships:
  Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents, understanding their unique needs and ensuring that they receive the service support they need to succeed.
• Resolve Service Escalations:
  Address concerns with empathy, urgency, and accountability to maintain agent satisfaction and build long‑term loyalty; follow through on complex service challenges to ensure resolution.
• Oversee Onsite Specialist(s) at the office to include performance management and monitoring workload to ensure productivity metrics are met.
• Support Strategic Sales Engagements:
  Collaborate with our Agency sales team to align service initiatives with business development goals, including incentive programs and agent enablement.
• Provide AI & Digital Support:
  Deliver training, support, and guidance on the use of AI‑driven tools and digital platforms, helping agents and staff leverage innovative solutions for enhanced productivity and service excellence.
• Coordinate Local Engagement Events:
  Plan and execute local events that reinforce partnership, drive engagement, and create opportunities for connection between Service and our sales partners.
• Enable Change and Adoption:
  Lead training and onboarding for new service tools and capabilities, fostering adoption and continuous improvement.
• Oversee Office Operations:
  Manage local facilities and technology support; in partnership with our Service team, ensure an environment that supports relationship‑building and productivity.
• Support Financial Accuracy:
  Oversee local financial processes with precision, ensuring transparency and accountability in service‑related expenditures.

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.
• Bachelor’s degree.
• Strong interpersonal and communication skills, with a proven ability to build trusted relationships at all levels.
• Ability to effectively advocate for the utilization of new service capabilities among our local Agency partners, and influence strong adoption of digital solutions.
• Customer‑centric mindset with a passion for understanding and exceeding expectations.
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and SharePoint.
• Ability to learn quickly while managing in‑office responsibilities.
• Proactive mindset in identifying and resolving service challenges.

• Experience in a client relationship, account management, or internal business partner‑facing role.
• Ability to influence across functions and levels without direct authority.
• Strong problem‑solving and analytical skills.
• Background in training or coaching preferred.

• Salary Range: $75,000-$95,000.
• Exempt, Overtime eligible.
• Discretionary bonus eligible.
• Sales bonus not eligible.
• Actual base salary will be determined based on factors including experience, skills, qualifications, and job location. Employees may also be eligible to participate in an incentive program.
• Role requires FINRA licensed and/or FINRA Associated Person pre‑hire fingerprinting.

We provide a full package of benefits for employees, including leave programs, adoption assistance, and student loan repayment programs. The benefits package is continuously refined to support employees both inside and outside of work.