Customer Service Manager

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM, onsite

Type of Employment: Full-time, Direct Hire

Compensation: $80,000–$95,000 annually + quarterly performance bonus

Benefits: This position is eligible for medical coverage with significant employer contribution, dental and vision coverage, short- and long-term disability, 401(k), paid time off, and paid holidays.

Addison Group is hiring a Customer Service Manager on behalf of our client. This position will oversee investor service operations while providing hands‑on leadership to a team responsible for supporting investor accounts, transactions, inquiries, documentation, and communications.

The ideal candidate brings a strong background in banking or financial services, proven people-management experience, and a solid understanding of investment‑related operations. This role will work cross‑functionally with internal teams to maintain accuracy, strengthen processes, resolve escalated matters, and enhance the overall investor experience.

• Direct daily investor service activities, including account maintenance, investor requests, transaction processing, documentation, subscriptions, and distributions.
• Take ownership of complex or escalated investor concerns and ensure issues are addressed accurately and within appropriate time frames.
• Collaborate with accounting, transfer agency, compliance, legal, and technology teams to coordinate investor‑related operations and reporting.
• Supervise, mentor, and develop team members while establishing clear expectations around service standards, productivity, and accuracy.
• Identify opportunities to streamline workflows, improve procedures, and strengthen operational controls.
• Establish and monitor performance metrics to evaluate service levels, efficiency, and operational quality.
• Assist with investor communications surrounding capital activity, distributions, reporting, and other significant account events.
• Work with technology partners to enhance CRM tools, investor-facing systems, and related operational functionality.
• Evaluate the investor service experience and recommend improvements that increase efficiency, consistency, and overall service quality.

• Prior team leadership and management experience required.
• Strong understanding of investor operations, account servicing, transactions, and financial processes.
• Excellent communication, organization, problem‑solving, and attention to detail.
• Bachelor’s degree in Business, Finance, or related field
• Experience in investments, broker‑dealer, or energy investment experience highly preferred.