Supervisor, Client Services National Team/EZ Link

Financial Services leader

Reach Your Peak with ICMA-RC. Headquartered in Washington, DC, our firm manages over $25 billion in retirement plan assets for more than 600,000 individuals. We are constantly looking for ways to create new opportunities to serve our customers. We are oriented toward problem solving. Our culture is values-driven, employee-friendly, energetic, proactive, committed to quality and leadership. We have the capacity and financial strength to always think long-term, and we use technology to remain smart and nimble. We are terrific navigators, have extraordinary vision and we love to win in our fiercely competitive marketplace. We have an extraordinary talent base, and we invite you to consider ICMA-RC an opportunity to Reach Your Peak.

Supervise daily activities of Client Services National Team associates, and ensure the delivery of quality services by the corporation to the assigned customers: with a focus on business retention. Responsibilities also include scheduling, call monitoring, coaching, staff liaison, and ongoing support. Supervisor will take incoming calls on an as needed basis.

Supervise the daily operation of the unit including assisting with all personnel actions---hiring, terminations, and promotions; develop performance plans and conduct appraisals. Work with unit manager to establish and set guidelines for overall staff performance.

Supervise call activity to ensure that hold times, abandon rates and the quality of responses are within or exceed the service standards set forth by Client Services management. Perform quality monitoring and coaching of associates daily or as needed to ensure the highest quality service is provided to clients.

Coordinate associatesˇ phone schedules to include meetings, training programs and other corporate initiatives that create special scheduling needs.

Collaborate with Quality Assurance Liaison to analyze and develop training programs to make certain associates are well versed about ICMA-RC's products and services and the information communicated to customers is accurate.

Assist with the development, revision and/or introduction and documentation of new procedures to promote quality, efficiency and regulatory compliance.

Review issues, determine solutions and perform corrective actions. Ensure status tracking of issues and provide regular status updates of issues to customers/management, and ensure quick, seamless resolutions to internal/external customer issues.

Serve on various project teams as needed; prepare reports for unit Manager/Director to provide feedback on the nature of calls, projects and development/changes in staff.

Other duties as assigned.
REQUIREMENTS
If you have the following credentials, we encourage you to apply:
Bachelors Degree or equivalent related experience of 3 to 5 years including a minimum of 2 years supervisory experience in financial services recordkeeping, administration and customer service. NASD Series 6, 26 and 63 licenses.

Consider ICMA-RC, and respond in strictest confidence. We look forward to hearing from you.