Supervisor, Client Service Operations - Account Services & Transfers
About The Position
The Supervisor, Operations - Account Services & Transfers leads, develops, and manages the Account Services and Transfer team, ensuring superior client support through efficient account establishment, file maintenance, and asset transfer processes. Oversees the account opening process, customer identification verification (CIP), manages file maintenance activities, the team call queue, and ensures successful transfer in (ACATS and non-ACATS) processing. Develops cross-training plans to optimize team flexibility, identifies and leads process improvement initiatives in collaboration with Salesforce enhancements, and partners cross-functionally to deliver an exceptional client experience.
Requirements
- High School Diploma or equivalent
- Minimum 2 years of management experience in the retirement and/or financial industries, preferably in account open and/or transfers
- Knowledge of customer identification verification (CIP), and regulatory requirements
- Effective written and verbal communication skills
- Ability to manage multiple priorities and adapt to changing business needs
- Analytical and problem-solving skills to identify trends and improvement opportunities
- Advanced level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
Nice To Haves
- Bachelor’s Degree preferred
- Experience with account opening, file maintenance, transfers (ACATS), asset re-registration procedures and client call queues preferred
- Experience with Salesforce or similar CRM systems preferred.
Responsibilities
- Leads the Account Services and Transfer team to deliver superior service for account establishment, maintenance, incoming transfers and client call queue.
- Oversees account opening applications, ensuring each account passes customer identification verification (CIP) and working with clients to resolve identity verification issues.
- Manages completion of file maintenance activities including beneficiary updates, address changes, third-party contacts, credit card updates, and other account data points.
- Maintains strong understanding of transfer processes, ACATS processing, and asset re-registration; assist clients in successfully transferring assets to ETC.
- Develops and implements cross-training plans to ensure team flexibility and readiness to adapt to volume fluctuations.
- Identifies process improvement opportunities and leads initiatives to enhance efficiency, working collaboratively with the team and Salesforce administrators to implement changes.
- Coaches and mentors team members, conduct performance evaluations, and provide feedback to support professional development.
- Monitors key performance indicators, service level agreements, and quality metrics to ensure timely and accurate processing.
- Works cross-functionally with Sales, Client Services, and other areas of Operations to ensure smooth onboarding and servicing experience for our internal and external clients.
- Coordinates with Team Leads to establish schedules and maintain appropriate coverage.
- Hires high-quality candidates and leads effective onboarding processes.
- Manage special projects and support initiatives across the organization.
- Assists with budget process and forecasts staffing needs.
- Perform other duties as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
