Service Specialist Manager

Work Location: On Site – Louisville, KY

Employment Type: Full Time

Reports to: Director of Operations and Application Services

Job Purpose: The Service Specialist Manager role should be a dynamic, highly motivated individual, with a strong financial services background. In this role, you facilitate the Support Staff to provide an excellent experience to our member firms and assist in providing timely resolution to post-issue service requests.

Essential Duties and Responsibilities:

• Oversee and assign service requests to support staff
• Serve as subject matter expert for all service requests
• Develop and maintain informational reference resources to be used by support staff and external partners to quickly and accurately resolve service requests
• Meet regularly with support staff to develop skill sets and evaluate individual competency and ability to meet established goals and targets
• Assist advisors with pre and post service requests
• Correspond daily with clients and advisors by email or phone
• Proactively reviews new business service processes and offers suggestions for improvements and coordinates with appropriate parties to create positive change.

Qualifications:

• Bachelor's Degree from an accredited college or university. Experience in the insurance sector or with RIAs with a focus in Operations Processing or Customer Service preferred.
• Proficient in Microsoft Office – Microsoft Word, Excel, and Power Point required. Prior experience with Salesforce and e-application platforms (e.g. Firelight) preferred.
• Analytical – Able to understand complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; requires minimal supervision.
• Oral/Written Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; engages and works with consultants on open cases; participates in meetings.
• Confidentiality – Able to keep all sensitive and private information confidential and always employ discretion and professionalism.
• Planning/Organizing - Prioritizes and plans work activities; ability to multi-task; manages time efficiently; proactive in problem solving; sets goals and objectives; maintains confidentiality and quality assurance.
• Quality - Able to perform repetitive tasks and maintain speed of work, accuracy and attention to detail without loss of productivity
• Team player with excellent communication skills.
• Flexible - Must be able to work in a dynamic fast-paced environment and able to adapt to frequent change.

Physical Demands and Working Conditions:

While performing the duties of this Job, the employee will be required to sit or utilize standing desk while working on computer for long periods of time. The employee may occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment is representative of what an employee encounters while performing essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.