Supervisor, Client Success Coaching

The primary responsibility of the Supervisor, Client Success Coaching is to assist the Manager, Client Success Coaching in the task management of the team including coordination and performance management. They ensure quality service is delivered to eMoney’s clients in an efficient manner by training, coaching and mentoring their team members. They manage elevated client calls and work with upper management as needed. They serve as a resource to the staff regarding Client Services policies and procedures.

 

Job Responsibilities

  • Coach team members and provide constructive feedback to ensure they achieve their KPI’s and meet quality standards for all interactions
  • Work with management on capacity planning and staffing
  • Conduct interviews and provide feedback as part of the hiring process
  • Educate internal staff on coaching concepts and processes
  • Work with direct manager to enforce organization standards, policies and procedures and initiate disciplinary action when required
  • Works with team members to set and monitor annual goals and provides feedback for annual reviews
  • Review and approve time sheets and PTO requests
  • Receive complaints, resolve problems and manage elevated calls from clients that require interaction with a supervisor, as acting as point of contact with internal departments to resolve issues
  • Assign tasks to coaching staff based on their specialty and experience level (area of focus, financial planning experience, CFP designation, etc.)
  • Maintain knowledge of eMoney’s product and enhancements to support clients and staff
  • Ensure that employees understand their duties and delegated tasks
  • Ensure adherence to daily schedules to achieve optimal coaching time
  • Responsible for ensuring all department documentation is maintained
  • Project work as assigned

 

 Requirements

  • Bachelor’s degree or equivalent work experience required
  • Certified Financial Planner (CFP) designation is a plus
  • 5 years of experience in a training or coaching role or relevant experience in the Financial or Insurance industry
  • Strong understanding of financial terms and concepts
  • Strong understanding of at least three of the following five topics: investment planning, retirement planning, life insurance planning, education planning, estate planning
  • Familiar with web applications

 

 Skills

  • Familiar with web applications
  • Strong understanding of financial terms and concepts
  • Proven organizational, coaching and leadership abilities
  • Working knowledge of financial planning concepts
  • Advanced knowledge of eMoney Advisor’s products and services is a plus
  • Ability to lead and motivate employees of varying experience, tenure, professional and educational background
  • Outstanding organizational and leadership skills
  • Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
  • Strong attention to detail, highly organized, ability to multi task in a fast-paced environment, and strong written and verbal communication
  • Strong independent judgement and decision-making skills
  • Ability to successfully solve problems and resolve conflicts independently
  • Detail-oriented and takes pride in accomplishing a wide variety of tasks in a fast-paced environment
  • Reliable, with high integrity and strong work ethic
  • Customer focus and adaptability to different personality types
  • Ability to present complex information to a variety of audiences
  • Working knowledge of MS Office suite

 


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