Job Description

The Manager of Account Services reports to the AVP of Account Services. They are responsible for ensuring a high level of quality service to all clients, and for maintaining a high level of client satisfaction. They will maintain a high level of client satisfaction by ensuring a 24-hour turnaround regarding processing items and providing exceptional service via emails and phone calls (internal and external), and utilizing the highest degree of courtesy and professionalism to resolve customer issues. Must be knowledgeable and compliant with all applicable laws and regulations to which Kestra Financial may be subject to.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, the individual must execute each essential duty satisfactorily.

Assist Account Services AVP Account Services with the day-to-day department performance and client relationships.
Pro-actively monitor business volumes and prioritize to ensure a 24 hour processing time.
Assist the Account Services AVP with resource planning and creation of training needs
Must demonstrate attention to detail and an ability to handle escalated issues with care
Be proactive in assessing client needs/demands and delivering added value to the client.
Influence, develop and mentor staff
Forecast capacity, administer performance improvement plans, and approve timesheets.
Provide employees timely, candid, and constructive performance feedback
Processing (production and accuracy)
Quality Assurance reviews (emails and phone calls)
Provide challenging opportunities to employees and encourage career growth
Assist Account Services AVP to select and developing the appropriate employees and talent pool to ensure that the department meets processing and service standard goals
Recognize employees for accomplishments
Assist Account Services AVP in keeping department procedures current (internal resources and on the company website)
Work with other departments as necessary on special projects
Commitment to culture requires a demonstration of reinvention, advocacy and integrity to empower advisor success
First point of escalation for our clients
First point of escalation for Account Services Processors
Escalate issues as appropriate to Account Services AVP
Communicate trends issues to larger service team, Account Services team, and leadership
Stand-in when Account Services AVP and other partners are absent
HR responsibilities, including Timecard/PTO approvals
Lead Account Services team huddles to discuss trends, changes, recognition, clients, staffing, scheduling, etc.
Real-time monitoring of email (Salesforce) queues, Work Queue (AdvisorComplete), and communication of volumes/service levels to team members
Resource management to react to spikes in volumes, adherence issues, or unexpected absenteeism
Real-time, on-the-floor, coaching and knowledge resource for specialists by standing, walking around, and being visible to team members to answer questions and provide guidance
Motivate employees with positive communication and feedback
Create contests, awards, and campaigns to engage team members
Ensure specialist understanding of the contact center environment
Ensure specialist understanding of the mission and their role in our client’s success
Provide timely recognition
Reporting – Daily, weekly, and monthly to ensure service levels are met and team is staffed appropriately
Evaluate employee metrics to ensure schedule adherence, productivity, and accurate processing.
Regular 1-1s with Account Service Specialists focused on coaching and development
Formal and informal employee performance management
Assist with new employee recruiting, onboarding, and training
Root cause analysis
Provide backup to the team as necessary by taking calls and emails
Other duties as assigned

KNOWLEDGE, SKILLS, AND/OR ABILITIES: To perform this job successfully, the individual should have the following skills and abilities.

Demonstrated experience processing work item accurately and efficiently
Demonstrated experience handling client concerns and issues with tact and diplomacy
Experience with a wide range of investment products is preferred
Excellent communication skills, both written and oral
Ability to adapt to a rapidly changing business and technology environment
Exceptional problem-solving skills
Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases.
Manage client relationships to grow profitability and organic expansion of current clients
Manage a team of associates to provide seamless service
Guide internal colleagues to resolve client issues and overcome operational challenges
Act as industry expert and provide training and industry advice as necessary
Maintain a high level of employee satisfaction and open strong career paths to staff

SUPERVISORY RESPONSIBILITIES: