Director, Advisor Support

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Director level Opportunity in Financial Services

Director, Advisor Support


Location:          20 E. Thomas Rd Suite 2000 Phoenix AZ 85012

Summary:


The Director, Advisor Support be primarily responsible for leading the team of customer service reps, managers and supervisors that serve, delight and retain our Advisors. The Director is responsible for managing a team of 16 Agents and two Managers that provide telephone support, document processing, clearing and paperwork across the Advisor Group network. The Director must be strategic, analytical and hands-on—developing the right strategic model for industry-leading customer service and then holding the team accountable for delivering quality and timely service to our Advisors through direct interactions, training and developing direct reports, providing coaching and guidance, and driving continuous improvement. A critical and highly visible role at the heart of the company’s growth and profitability, the Director must help career agents embrace change.

Keys:    Customer Service Director, Call Center Director    

Responsibilities:

  • Drive the strategic direction and manage FSC Securities’ team of Customer Service Representatives, hiring and inspiring the best talent, setting goals, coaching & developing staff, instilling customer service best practices, managing performance, driving change, and assuring accountability.
  • Establish a customer-focused culture (both for internal and external customers) through developing direct reports and the team, setting setting expectations and leading by example, and establishing a collaborative work environment.
  • Monitor team’s accuracy, timeliness, customer service levels, and customer service attitudes. Provide in-the-moment direction, coaching and corrective feedback. Regularly audit work for accuracy and coachable moments and deliver messages is a strategic, action-oriented way.
  • Have budget responsibility. Specific Cost Center management to include the development, input, maintenance and reporting related to the budgeting and management of the G&A Expenses and Capital Expenditures within the areas of responsibility across the assigned team.
  • Drive the concept of continuous improvement within the team by measuring key metrics, holding managers, supervisors and individuals accountable to goals, and inspiring innovative thinking.
  • Serve as subject matter expert for escalations and establish trust and rapport with Advisors. Assist Team Members with research on difficult questions or escalated issues.

Education Requirements:

  • Bachelor’s Degree from accredited university in Business, Finance or related field.

Basic Requirements:

  • FINRA Series 7 and Series 24 licenses
  • 10+ years of financial services experience (preferably in broker-dealer or wealth management space), inclusive of 5+ years as a supervisor/manager or in a leadership role in a high-volume, fast-paced environment.
    2. Inspirational, action-
  • Experience and comfort with a high-volume operations setting, with competing demands, multiple priorities and fast-paced environment.
  • Experience in driving accountability, measuring results, defining and measuring key metrics.
  • Recognized expert in operations, customer service fundamentals, operational excellence and leadership.
  • Experience in leading Broker-Dealer and/or Registered Investment Advisor operations, including
  • experience with various custodians and clearing firms (e.g. Pershing, NFS, Schwab, TD Ameritrade, AssetMark, etc.) and asset management companies (e.g. Envestnet, AssetMark, SEI, etc).