Client Services Supervisor

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Full Time Corporate office, Goshen, IN, US 2 Attachments

2 days ago Requisition

POSITION SUMMARY

Responsible for providing support and leadership to Administrative Assistants and Client Services Representatives (CSRs) of the Michiana Everence office. Manages team performance, helps ensure client satisfaction, and drives process improvements. Provides office management and market-wide support. Oversees administrative and service responsibilities in a manner that results in outstanding internal and external client relationships.

RESPONSIBILITIES AND DUTIES

• Supervise Administrative Assistants who support CSRs by providing ongoing coaching and mentoring. Conduct performance reviews, support employee growth and development, and coordinate the workload and office activities for assigned Administrative Assistants.
• Assist with recruiting and hiring Administrative Assistants with direction from the Regional Vice President and/or Managing Director and Human Resources.
• Assist with onboarding and staff transitions in coordination with the Regional Vice President, Managing Director, Human Resources, and IT.
• Coordinate Administrative Assistant staffing schedules and office coverage across regional locations, including vacations and holidays.
• Partner with leadership and Human Resources to address employee concerns, resolve conflict, and support staff transitions.
• Train and orient new Administrative Assistants and coordinate ongoing training for the client services team.
• Monitor client satisfaction, identify opportunities to enhance the client experience, and improve the efficiency and effectiveness of the support staff team.
• Provide Administrative, Marketing, and Sales support as needed:
  • Managing incoming calls and scheduling appointments.
  • Preparing reports, forms, applications, and client correspondence.
  • Maintaining accurate client records and workflow documentation.
  • Preparing investment review materials and supporting client meetings.
  • Managing calendars and coordinating meetings.
  • Provide logistical support for events and sponsor ships.
• Provide office management and operational oversight across Michiana regional offices.
• Build strong relationships with clients and internal stakeholders through excellent customer service and professionalism.
• Effectively manage customer inquiries and questions by attending to client service issues quickly, thoroughly, and professionally.
• Become proficient with Dynamics 365 Customer Relationship Management (CRM), OnBase, and other business systems used for workflows and file storage.
• Acquire and maintain a strong knowledge of Everence insurance and investment products.
• Attend scheduled team meetings and conference calls.
• Assist the Regional Vice President and/or Managing Director with duties as assigned, including expense reporting, emergency management, internal communications, resource allocation, regional marketing initiatives, and business objectives.
• Coordinate with the IT department to ensure office equipment functions properly.
• Serve as a member of the local Leadership Team and participate on market and/or corporate committees as requested and approved by the Regional Vice President and/or Managing Director.
• May provide administrative, marketing, sales, and event support, including calendar and appointment management, mailing and correspondence, meeting coordination, recording minutes, and logistical support for events and sponsor ships.
• Acquire and maintain a strong working knowledge of industry regulations and compliance requirements.
• Process and maintain communication review and approval materials through the broker-dealer…