What are the responsibilities and job description for the Supervisor, Customer Service - Financial Services position at eClerx?
Job Description
Supervisor, Customer Service - Financial Services
Location: Fayetteville, US
Type: Full-time
Summary
The Customer Service Supervisor is responsible for leading and overseeing a team of customer service representatives supporting the bank's Wealth Management clients. This role ensures the delivery of exceptional client service, efficient call center operations, regulatory compliance, and achievement of departmental performance goals. The Supervisor serves as a coach, mentor, and subject matter resource for team members while fostering a client-centric culture focused on service excellence, operational efficiency, and risk management.
Responsibilities
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here
Supervisor, Customer Service - Financial Services
Location: Fayetteville, US
Type: Full-time
Summary
The Customer Service Supervisor is responsible for leading and overseeing a team of customer service representatives supporting the bank's Wealth Management clients. This role ensures the delivery of exceptional client service, efficient call center operations, regulatory compliance, and achievement of departmental performance goals. The Supervisor serves as a coach, mentor, and subject matter resource for team members while fostering a client-centric culture focused on service excellence, operational efficiency, and risk management.
Responsibilities
- Supervise, coach, and develop a team of customer service representatives serving Wealth Management clients
- Conduct regular performance evaluations, one-on-one meetings, and coaching sessions
- Ensure delivery of exceptional service to high-net-worth individuals, trust clients, investment clients, and financial advisors
- Resolve escalated client concerns and service issues in a timely and professional manner
- Partner with Wealth Advisors, Trust Officers, Portfolio Managers, and other stakeholders to ensure seamless client experiences
- Monitor call volume, service levels, response times, and overall performance metrics
- Identify process improvement opportunities to enhance client satisfaction and operational efficiency
- Maintain compliance with banking regulations, internal policies, privacy requirements, and Wealth Management procedures
- Monitor and mitigate operational risks within client service processes
- Track KPIs (call quality, client satisfaction, first-call resolution, service level attainment, average handle time, employee productivity) and develop action plans to improve team performance.
- Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred
- Excellent leadership, coaching, and employee development skills
- Exceptional verbal and written communication abilities
- Strong problem-solving and conflict-resolution skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with CRM systems, call center technology, Microsoft Office applications, and operational reporting tools
- Click "Apply Now" to submit your resume through our career site
- Be sure to include any relevant experience that aligns with the role.
- Qualified candidates will be contacted by a member of our recruitment team for next steps
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here