Client Services Supervisor

POSITION SUMMARY

Responsible for providing support and leadership to Administrative Assistants and Client Services Representatives (CSRs) of the Michiana Everence office. Manages team performance, helps ensure client satisfaction, and drives process improvements. Provides office management and market-wide support. Oversees administrative and service responsibilities in a manner that results in outstanding internal and external client relationships.

RESPONSIBILITIES AND DUTIES

1. Supervise Administrative Assistants who support CSRs by providing ongoing coaching and mentoring. Conduct performance reviews, support employee growth and development, and coordinate the workload and office activities for assigned Administrative Assistants.
2. Assist with recruiting and hiring Administrative Assistants with direction from the Regional Vice President and/or Managing Director and Human Resources.
3. Assist with onboarding and staff transitions in coordination with the Regional Vice President, Managing Director, Human Resources, and IT.
4. Coordinate Administrative Assistant staffing schedules and office coverage across regional locations, including vacations and holidays.
5. Partner with leadership and Human Resources to address employee concerns, resolve conflict, and support staff transitions.
6. Train and orient new Administrative Assistants and coordinate ongoing training for the client services team.
7. Monitor client satisfaction, identify opportunities to enhance the client experience, and improve the efficiency and effectiveness of the support staff team.
8. Provide Administrative, Marketing, and Sales support as needed:
   1. Managing incoming calls and scheduling appointments.
   2. Preparing reports, forms, applications, and client correspondence.
   3. Maintaining accurate client records and workflow documentation.
   4. Preparing investment review materials and supporting client meetings.
   5. Managing calendars and coordinating meetings.
   6. Provide logistical support for events and sponsorships.
9. Provide office management and operational oversight across Michiana regional offices.
10. Build strong relationships with clients and internal stakeholders through excellent customer service and professionalism.
11. Effectively manage customer inquiries and questions by attending to client service issues quickly, thoroughly, and professionally.
12. Become proficient with Dynamics 365 Customer Relationship Management (CRM), OnBase, and other business systems used for workflows and file storage.
13. Acquire and maintain a strong knowledge of Everence insurance and investment products.
14. Attend scheduled team meetings and conference calls.
15. Assist the Regional Vice President and/or Managing Director with duties as assigned, including expense reporting, emergency management, internal communications, resource allocation, regional marketing initiatives, and business objectives.
16. Coordinate with the IT department to ensure office equipment functions properly.
17. Serve as a member of the local Leadership Team and participate on market and/or corporate committees as requested and approved by the Regional Vice President and/or Managing Director.
18. May provide administrative, marketing, sales, and event support, including calendar and appointment management, mailing and correspondence, meeting coordination, recording minutes, and logistical support for events and sponsorships.
19. Acquire and maintain a strong working knowledge of industry regulations and compliance requirements.
20. Process and maintain communication review and approval materials through the broker-dealer compliance system when applicable, and help ensure consistent operational standards across regional offices.
21. Assist with other projects or duties as assigned.
22. Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living

QUALIFICATIONS

Education:
Bachelor's degree in business or related field, or equivalent work experience, preferred

Requirement:
Fingerprinted to open mail and work with confidential client information

License(s)
Ability to obtain licensure in insurance and/or securities if required

Experience:

1. Two years' professional experience in financial services, insurance industry, accounting, or legal desired
2. Experience leading teams and managing operational processes
3. Two years' experience in a supervisory role preferred
4. Experience working with Dynamics 365 (CRM) preferred

Skills and Abilities:

1. Excellent interpersonal and communication skills, both written and verbal, with good grammar and spelling skills
2. Able to relate and communicate well with all contacts, internal and external
3. Ability to exercise good judgment and problem-solving skills
4. Ability to work independently and as a part of a team; work effectively with other team members
5. Self-starter with the ability to work in a fast-paced environment and be flexible to changing demands
6. Ability to handle multiple tasks and interruptions with efficiency, calmness, and courtesy
7. Ability to handle difficult situations with tact and diplomacy: sensitive to confidentiality of information
8. Vision-oriented to continually look for improvement in work processes and opportunities for growth
9. Strong leadership and management skills
10. Willingness to travel outside the office for educational presentations or training
11. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and ability to learn multiple database programs
12. Accuracy and attention to detail
13. Willing to disclose and certify all personal investment accounts, including any accounts held by your spouse, minor children, and immediate family members living in your household
14. Belief in the mission of Everence and willingness to gain further knowledge of Everence products and services with a preference for respect of Christian faith and Anabaptist values
15. Bilingual skills are a plus that allows Everence to better serve our diverse clients but is not a requirement

SUPERVISORY RESPONSIBILITIES: Yes
SCHEDULE: Full-time, Monday-Friday [8 am to 5 pm, some weekend and off-hour events required]