Supervisor, Service Experience

Cetera is seeking a Supervisor for our Service Experience team to play a key role in delivering exceptional support to our Advisors. In this role, you will lead a team dedicated to providing high-touch, personalized service through phone support, advisor emails, and online requests. We are looking for a proactive leader who fosters a culture of accountability, ownership, and problem resolution, ensuring that every advisor interaction results in a positive and seamless experience. The ideal candidate is passionate about service excellence, empowers their team to resolve issues efficiently, and is committed to continuously enhancing the overall advisor experience.

Core Responsibilities:

• Cultivating one-on-one relationships with Advisors and their staff.
• Supervise the team that will be acting as the primary point of contact for our advisor offices. Team members will be taking ownership of their inquiries from initiation to resolution, through phone and/or email. 
• Handling a variety of topics, including assistance with new account openings, trading accounts, money movement transactions, account billing, and account performance reporting. 
• Handle escalations of complex cases
• Provide support to our advisors with our key technologies
• Utilizing the Salesforce CRM tool to accurately record and track service requests, ensuring accurate follow-up. 
• Providing development and daily task coaching to their respective team. 
• Provide training to teams as necessary
• Monitor team key performance and metrics reporting

• Participate in the hiring process for new associates on their team.

   

Required Knowledge, Skills, and Abilities:

• Experience in customer service or operations.
• Experience in the financial industry
• Experience leading a team.
• Proficiency in Microsoft Office suite.
• Strong verbal and written communication.
• A friendly and professional demeanor.
• Ability to work quickly under pressure and self-motivated. 

 

Desired Knowledge, Skills, and Abilities:

• Bachelor’s degree
• Prior experience working in an advisor office
• Licensing (SIE or other FINRA Licensing)

• Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet

   

Minimum Required Education & Experience: 

• High School diploma or equivalent

• 5 years of related experience in financial service

• 1 year of supervisory or team leadership experience 

   

Travel Requirements: Up to 10%