Client Experience Supervisor

Are you passionate about providing exceptional support to clients and helping small businesses grow? At Guidant Financial, we believe in empowering entrepreneurs and our team members alike! We’ve already helped launch over 20,000 businesses and created nearly 100,000 jobs by delivering innovative funding solutions. Now, we want you to be part of this exciting journey!

Adaptability: Welcome change and help others grow along the way.
Connection: Build relationships, lift others up, and grow together.
Excellence: Step outside your comfort zone to make improvements and satisfy your curiosity.

This role will oversee and guide a team responsible for building and maintaining relationships with clients who utilize multiple services offered by Guidant Financial. This role requires a leader who can drive team performance, ensure client satisfaction, and provide expert guidance in addressing client inquiries. They will play a pivotal role in ensuring the team delivers high-quality service, maintaining compliance standards, and fostering client trust and loyalty.

• Inspire and guide the team to achieve departmental goals and deliverables. This includes overseeing hiring, training, and coaching processes, embodying Guidant's values and guiding principles, prioritizing tasks, managing performance, and addressing progressive discipline when necessary.
• Supervise daily operations to guarantee that customer inquiries are handled swiftly and accurately, while upholding a high standard of customer satisfaction.
• Act as the primary point of escalation for complex customer concerns, offering effective solutions and strengthening positive relationships with clients.
• Proactively engage clients to discuss NPS and conduct general surveys, gathering valuable feedback for actionable insights.
• Lead team training and development initiatives, ensuring that the team stays well-informed about 401(k) plan regulations, products, and services.
• Formulate and execute strategies to enhance client engagement and foster retention.
• Collaborate with cross‑functional teams to improve the customer journey and drive process enhancements.
• Analyze team performance data, compile reports for management, and implement strategies aimed at optimizing outcomes.
• Ensure adherence to company policies and regulatory standards pertaining to 401(k) administration and customer service.

• Embrace and efficiently learn new systems and software essential for your role
• Work collaboratively with cross‑functional teams to drive operational enhancements and boost efficiency
• Engage in recruiting, interviewing, and onboarding new team members
• Act as a representative of the Customer Experience team during company meetings and client presentations, as necessary
• Spot and capitalize on opportunities for ongoing improvement and innovation in our service delivery
• Carry out additional duties as assigned

• Effective Communicator: Capable of having direct conversations, both positive and negative, with team members and clients.
• Organized and Accessible: Able to structure their day to be available for their team while holding effective one‑on‑one meetings throughout the month.
• Customer Service Enthusiast: Passionate about customer service and proactive in bringing ideas for improvement.
• Collaborative: Skilled in collaborating across departments to streamline processes and willing to assist with administrative tasks.
• Results‑Driven: Focused on driving results and holding people accountable for their performance.
• Problem Solver: Comfortable jumping on the phone to handle escalations when necessary.

• A Bachelor’s degree in business, finance, or a related field is preferred, or equivalent experience will be considered.
• Excellent grasp of 401(k) Plan Structure, ROBS, and IRS/DOL Regulations is a plus.
• Minimum of 3 years of experience in customer service or client relations, including at least 1 year in a supervisory or leadership capacity.
• Proficient in Microsoft Outlook, Word, PowerPoint, Teams, and Excel.
• Demonstrates outstanding punctuality and reliability for all scheduled…