Investor Services Supervisor

Job Description

Job Title : Investor Services Supervisor

Locations : Hybrid Quincy, MA

Remote Alabama, Arizona, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin, Wyoming

Get To Know The Team :

The Investor Services Supervisor oversees the department personnel and manages daily operations, ensuring quality service and the professional development of all associates.

In this role, you will set workflow priorities and ensures the timely and accurate servicing and processing of transactions accordance with established quality and productivity guidelines and standards.

The Participant Services department is responsible for all plan and participant communications including status updates, asset retention, plan regulations, and account maintenance.

As a member of this team, we are responsible for service from start to finish. This includes initial and ongoing contributions, right up until distributions, and troubleshooting along the way.

This position is responsible for the day-to-day leadership of a contact center team. This includes coaching, training, developing and supporting members of assigned team.

Why You Will Love It Here!

• Flexibility : Remote Work Model & a Business Casual Dress Code, including jeans
• Your Future : 401k Matching Program, Professional Development Reimbursement
• Work / Life Balance : Flexible Personal / Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing : Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion : Committed to Welcoming, Celebrating and Thriving on Diversity
• Training : Hands-On, Team-Customized, including SS&C University
• Extra Perks : Discounts on fitness clubs, travel and more!

What You Will Get To Do :

• Manages the daily operation of assigned team. Assists team members with research and resolution of complex issues, handle escalated calls, and provide support on the phones during peak periods.
• Prepares and delivers performance plans and reviews, conducts team meetings, and coach associates. Develops, coaches and mentors associates to meet the department standards.

Provides general support for team members.

Works with senior leadership for the development of new procedures / processes and improvement of existing procedures / processes.

Assists in the development and training of associates.

• Ensures that all correspondence is in accordance with SEC and FINRA guidelines.
• Manages call activities of team to ensure contact center metrics and the quality of the responses to inquiries are within or exceed the service standards set forth by clients.

Identifies call trends and makes suggestions to improve client satisfaction.

• Efficiently and effectively integrates new products, services, and changes to existing plans.
• Collaborates with internal and external partners to ensure timely resolution of participant inquiries and mitigate future concerns.
• Partners with Participant Services managers and supervisors to ensure proper floor coverage and support of team members within the department.

What You Will Bring :

• Bachelor's degree or equivalent combination of formal education and work experience.
• 3 - 4 years retirement industry or related operations experience, including 1 - 2 years senior specialist experience preferred.
• Detailed knowledge of retirement industry operations policies, procedures and legals.
• Working knowledge of system capabilities / applications and policies and procedures.
• Basic knowledge of financial services industry preferred.
• Ability to communicate clearly and effectively, both verbally and in writing, in order to exchange information with management, staff, and various external contacts, to explain policies and corporate guidelines and to present recommendations to upper management.
• Ability to execute assignments within established timeframes and quality standards, while responding to immediate needs.
• Ability to manage personnel, including training, evaluation and communication of expectations, requirements and results, and ensuring implementation and consistent application of department policies, procedures, and quality standards.
25 days ago