DEPARTMENT
The Client Services Department provides first line delivery of customer service to financial advisors in the field.  The group responds to advisor and assistant inquiries from a broad range of topics including phone calls, e-mails, and online submissions.  Providing excellent customer service is core to the group.

MISSION AND SUMMARY OF POSITION
The Director of Client Services is responsible for ensuring excellent customer service is delivered to financial advisors while assisting the client services team in working issues to completion.  Achieving this task requires answering questions from a broad range of topics, follow-up on missing or inaccurate paperwork, and preparing documentation of all transactions and interactions with advisors.  In addition, the Director will take escalations from Client Services Representatives and work them through to completion.

KEY JOB FUNCTIONS
All responsibilities are generally performed on a daily basis, unless otherwise noted.  Specific responsibilities include, but are not limited to:

• Monitor and maintain all quality assurance standards for the customer service team. Recognize opportunities for training. Provide daily coaching on activities to assure quality standards are met.
• Supervise and coordinate all Client Service Specialists including productivity reporting, annual reviews, and interviewing new hire candidates.
• Monitor and maintain all phone setup (gating) relating to all Service and Consulting queues.
• Answer incoming calls and address issues presented, including but not limited to New Account setup, Transfer of Accounts, Trading and Commissions, and providing consistent quality answers.
• Documentation of all contact with advisors.
• Problem resolution.
• Liaison with various departments to solve outstanding issues.
• Develop strategies to integrate customer service throughout Service and Consulting organization.

ADDITIONAL RESPONSIBILITIES
• Participate in special projects as requested.
• Respond to financial advisor email.
• Process maintenance requests.

QUALIFICATIONS
• BA/BS in Business, Finance or a related field preferred, or the equivalent work experience in a related industry.
• Series 7 and 63, 65 or 66, and 24 required.
• 5+ years customer service experience in a high-energy call center financial environment.
• Proficient knowledge of equities, mutual funds, fixed income, variable annuities, and direct participation programs.
• Ability to work non-standard hours to accommodate time zone differences.
• Supervisory experience required.

SKILLS
• Strong attention to detail and ability to multi-task.
• Must possess excellent verbal and written communication skills.
• Must possess strong analytical and problem solving skills.
• Must have the ability to work effectively independently, as well as in a team environment.
• Must have strong computer skills, including proficiency in MS Office applications.