RPS Client Services Supervisor

About the role

The RPS Client Services Supervisor provides assistance, leadership, and supervision to the Client Services team.

Responsibilities

• Provide assistance, leadership, and supervision to the Client Services Call Center.
• Assist in the review of Pension Pro tasks to ensure all items meet stated service level agreements.
• Establish procedures with the participant recordkeeping system, Creatio, and phone system.
• Monitor incoming calls and assist with all incoming calls and walk-in customer traffic as needed.
• Maintain knowledge and stay current with Retirement Plan Services rules and regulations.
• Serve as a key resource for Client Services’ questions and provide backup and assistance to other RPS members.
• Work with the Tax Department on transaction analysis to ensure transactions are posted with the correct tax code.
• Ensure direct reports are trained and comply with bank policy, laws, and regulations applicable to their roles.
• Monitor adherence to internal controls and address employee performance issues.
• Understand and adhere to all bank policies, laws, and regulations applicable to the role.
• Complete compliance training and follow internal processes and controls as required.
• Report all compliance issues, violations of law, or regulations in accordance with bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job-related duties or special projects as assigned.

Requirements

• Four-year college degree or equivalent trust work experience required.
• Previous Call Center and distribution processing experience required.
• At least 3 years of supervisory experience preferred.
• Proficient in Microsoft Word, Excel, and working with other trust and financial software.

Preferred Talents

• Accurate and detail-oriented.
• Effective communicator.
• Organized.
• Time-efficient and deadline-driven.
• Self-directed and takes initiative.

Working Environment

• Indoor work – not exposed to outdoor elements or hazards.
• Sedentary work, occasional lifting and/or carrying up to 20 pounds.
• This role is eligible for a hybrid work-from-home opportunity under the work-from-home guidelines upon completion of onboarding.