Client Service Supervisor

Job Description

Posted Thursday, January 29, 2026 at 7:00 AM

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

As a Client Service Supervisor, you are a frontline leader responsible for overseeing daily operations, supporting a team of Client Service Associates and Specialists, and ensuring the delivery of exceptional experience for advisors and clients. You will balance hands‑on problem‑solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability. You will monitor key operational queues, analyze team performance data, manage specific departmental programs, and partner with other departments to enhance overall effectiveness.

• Manage and guide a team of Account Services support staff, including Senior Client Service Associates, Client Service Associates, Specialists, and Support Specialists.
• Set clear priorities and coordinate work activities for the team to ensure efficient task completion.
• Conduct regular one‑on‑one meetings, provide constructive feedback, and offer coaching and mentorship to foster team member development and career paths.
• Conduct quality review conversations with employees on a regular basis to ensure work is completed accurately and to departmental standards.
• Assist the Account Services Manager with resource planning, scheduling, and identifying training needs.
• Lead by example, promoting and recognizing team members for embodying company values.

• Ensure the department consistently processes items within a 24‑hour SLA.
• Ensure service cases are responded to within 24 hours.
• Ensure 80% of calls are answered within 30 seconds.
• Take responsibility for handling escalated issues with care and professionalism, guiding the team to resolution.

• Perform daily reporting to monitor queue performance, team member productivity, and adherence to service level agreements.
• Analyze data to identify trends, bottlenecks, and areas for process improvement.

• Own and manage specific departmental programs, including the signature guarantee program and forms management.
• Partners with other departments (e.g., Supervision, Concierge, Client Experience, Trading, Legal, Compliance, Technology) to find ways to improve the effectiveness and scalability of departmental operations.
• Be proactive in assessing client needs/demands and delivering added value.
• Ensure knowledge and compliance with all applicable laws and regulations.

• Perform necessary administrative tasks related to team management.
• Contribute to a culture of reinvention, advocacy, and integrity to empower advisor success.
• Perform other duties and projects as assigned by Director/Manager.

• Bachelor's degree or equivalent work-related experience preferred.
• Minimum 2 years of experience in financial services.
• At least 1 year of experience in a role supporting or working directly with processing teams.

• Proven ability to manage, develop, and motivate a team, fostering a collaborative and high‑performing environment.
• Strong judgment to identify, troubleshoot, and resolve daily operational and team challenges, guided by policies and procedures.
• Ability to conduct effective performance and quality review conversations with team members.
• Deep Functional Knowledge:
  Solid understanding of financial services operations, particularly in account opening, maintenance, transfers, and client service processes, with the ability to apply fundamental principles effectively.
• Prob…