Client Experience Supervisor

View full description

Requirements:

• 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.
• 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.
• Demonstrates outstanding punctuality and reliability for all scheduled calls, meetings, and engagements.
• Thrives in an autonomous environment and excels as a self-directed, independent worker.
• Fosters an inclusive workplace culture where everyone feels valued and empowered to speak up, ask questions, and be recognized.

Responsibilities:

• Inspire and guide the team to achieve departmental goals and deliverables.
• 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