Client Service Supervisor
$31,200–$31,200 year
On-siteTempe, Arizona, United States
Job Summary
Oversee a team of Concierge Associates by setting clear expectations, providing day-to-day direction, and coaching to ensure high performance and service consistency. Monitor, analyze, and report daily workload, call, and case volumes to ensure timely resolution of client requests. Serve as the escalation point for complex, urgent, or sensitive client matters, taking ownership through resolution. Conduct regular one-on-one meetings and formal performance reviews to support development and address concerns. Partner with cross-functional teams to remove roadblocks, share feedback, and improve end-to-end processes. Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencies. Champion operational improvements and process enhancements while applying deep expertise to solve issues quickly and implement sustainable solutions. Ensure scheduling, staffing, and resource alignment matches client demand and coverage. Lead team meetings to reinforce service standards and keep the team aligned on priorities. Support hiring, onboarding, and training of new team members while maintaining compliance with internal policies and regulatory requirements. Regularly review and update standard operating procedures to reflect current practices and improve consistency. Contribute to strategic initiatives and represent the Concierge team in cross-functional projects as needed.
Required Qualifications
- 4+ years of experience in financial services, client service, or operations
- 1+ year in a leadership or supervisory role
- High school diploma
- SIE license
- Series 7 license
- Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios
- Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements
- High comfort level with CRM systems (Salesforce), advisor platforms, and custodial tools; able to guide others through complex workflows
Desired Qualifications
- College degree
- Experience in advisor support or wealth management
- Proven ability to lead teams in a client service or operations environment, with a focus on accountability, empathy, and results
- Strong organizational and time management skills with the ability to manage both individual and team priorities
- Excellent interpersonal communication skills: clear, composed, and able to inspire confidence and trust
- Series 24 license
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