Kestra Financial · 8 hours ago
Client Service Supervisor
Austin, TX
Full-time
Onsite
Mid, Senior Level
2+ years expKestra Financial is a wealth management platform dedicated to empowering independent financial professionals. As a Client Service Supervisor, you will oversee daily operations, support a team of Client Service Associates, and ensure exceptional service delivery for advisors and clients.
BankingConsultingFinanceFinancial Services
Responsibilities
Manage and guide a team of Account Services support staff, including Senior Client Service Associates, Client Service Associates, Specialists, and Support Specialists
Set clear priorities and coordinate work activities for the team to ensure efficient task completion
Conduct regular one-on-one meetings, provide constructive feedback, and offer coaching and mentorship to foster team member development and career paths
Conduct quality review conversations with employees on a regular basis to ensure work is completed accurately and to departmental standards
Assist the Account Services Manager with resource planning, scheduling, and identifying training needs
Lead by example, promoting and recognizing team members for embodying company values
Proactively monitor business volumes across various queues (AdvisorComplete processing, KDP processing, Onboarding Salesforce queue, ASEscalations Salesforce queue, Salesforce tasks, Onboarding Operations phone queue, Teams chats)
Ensure the department consistently processes items within a 24-hour SLA
Ensure service cases are responded to within 24 hours
Ensure 80% of calls are answered within 30 seconds
Take responsibility for handling escalated issues with care and professionalism, guiding the team to resolution
Perform daily reporting to monitor queue performance, team member productivity, and adherence to service level agreements
Analyze data to identify trends, bottlenecks, and areas for process improvement
Own and manage specific departmental programs, including the signature guarantee program and forms management
Partners with other departments (e.g., Supervision, Concierge, Client Experience, Trading, Legal, Compliance, Technology) to find ways to improve the effectiveness and scalability of departmental operations
Be proactive in assessing client needs/demands and delivering added value
Ensure knowledge and compliance with all applicable laws and regulations
Perform necessary administrative tasks related to team management
Contribute to a culture of reinvention, advocacy, and integrity to empower advisor success
Perform other duties and projects as assigned by Director/Manager
Qualification
Required
Bachelor's degree or equivalent work-related experience preferred
Minimum 2 years of experience in financial services
At least 1 year of experience in a role supporting or working directly with processing teams
Proven ability to manage, develop, and motivate a team, fostering a collaborative and high-performing environment
Strong judgment to identify, troubleshoot, and resolve daily operational and team challenges, guided by policies and procedures
Ability to conduct effective performance and quality review conversations with team members
Solid understanding of financial services operations, particularly in account opening, maintenance, transfers, and client service processes, with the ability to apply fundamental principles effectively
Strong judgment to identify, troubleshoot, and resolve daily operational and team challenges, guided by policies and procedures
Ability to handle escalated issues
Capability to monitor various data points, analyze performance metrics, and generate reports to drive operational efficiency
Excellent verbal and written communication, active listening, and conflict resolution skills to effectively interact with team members, other departments, and clients
Professional phone presence and high degree of courtesy
Ability to grasp departmental strategy and align team objectives and daily tasks with broader organizational goals
Demonstrates self-reliance in overseeing team operations, making independent decisions within defined boundaries, and proactively identifying and addressing issues
Strong proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams) and various operational systems (e.g., AdvisorComplete®, KDP, Salesforce)
Series 7 License (or must be obtained within a defined timeframe after hire)
Preferred
Series 24 License (preferred)
Benefits
Competitive pay and benefits with a large employer (over 1600 employees nationwide)
401(k), health insurance, and a competitive benefits package
Opportunities for training, development, and long-term growth within the firm
Tuition reimbursement for qualified expenses
Company
Kestra Financial
Kestra Financial provides a leading independent advisor platform.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-02-25Acquired
Leadership Team
Christine Brown
Head of Advanced Planning
Recent News
2025-11-20
Company data provided by crunchbase