Job Description
ABOUT US:Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.
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 in regards to 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, individual must be able to 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, 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 develop 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, 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 team as necessary by taking calls and emails
- Other duties as assigned
- 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 preferred
- Excellent communication skills, both written and oral
- Ability to adapt to a rapidly changing business and technology environment
- Exceptional problem-solving skills
- Proficiency with 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 high level of employee satisfaction and open strong career paths to staff
- Manage a team of Account Services support staff.
- Bachelor's degree or equivalent work related experience
- Minimum 2 years of experience in financial services
- Minimum 1 year experience in Account Services
- Minimum 1 year leadership experience (preferred)
- Series 7 license
- Series 24 license preferred
Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
BENEFITS:
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
- You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
- It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
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