Customer Service Manager

Customer Service Manager

Addison Group is hiring a Customer Service Manager on behalf of our client. This position will oversee investor service operations while providing hands-on leadership to a team responsible for supporting investor accounts, transactions, inquiries, documentation, and communications.

The ideal candidate brings a strong background in banking or financial services, proven people-management experience, and a solid understanding of investment-related operations. This role will work cross-functionally with internal teams to maintain accuracy, strengthen processes, resolve escalated matters, and enhance the overall investor experience.

Key responsibilities include:

• Direct daily investor service activities, including account maintenance, investor requests, transaction processing, documentation, subscriptions, and distributions.
• Take ownership of complex or escalated investor concerns and ensure issues are addressed accurately and within appropriate timeframes.
• Collaborate with accounting, transfer agency, compliance, legal, and technology teams to coordinate investor-related operations and reporting.
• Supervise, mentor, and develop team members while establishing clear expectations around service standards, productivity, and accuracy.
• Identify opportunities to streamline workflows, improve procedures, and strengthen operational controls.
• Establish and monitor performance metrics to evaluate service levels, efficiency, and operational quality.
• Assist with investor communications surrounding capital activity, distributions, reporting, and other significant account events.
• Work with technology partners to enhance CRM tools, investor-facing systems, and related operational functionality.
• Evaluate the investor service experience and recommend improvements that increase efficiency, consistency, and overall service quality.

Qualifications include:

• 5+ years of banking or financial services experience.
• 45 years of leadership or team lead experience required.
• Bachelor's degree in Business, Finance, or related field required.
• Strong knowledge of investor operations, account servicing, transactions, and financial processes.
• Excellent communication, organization, problem-solving, and attention to detail.
• Investment, broker-dealer, or energy investment experience highly preferred.

Additional details include:

• 100% onsite for the first 90 days, with the opportunity to transition to a hybrid schedule following the first 90 days.
• Seeking to fill the position as soon as possible for the right candidate.
• Professional business casual work environment.

Perks include:

• Collaborative and supportive team culture with opportunities for professional growth and advancement.
• Onsite employee amenities.
• Competitive paid time off, company holidays, and employee recognition programs.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.