Supervisor, Service Experience

About the Role

Cetera is seeking a Supervisor for our Service Experience team to play a key role in delivering exceptional support to our Advisors. In this role, you will lead a team dedicated to providing high-touch, personalized service through phone support, advisor emails, and online requests. We are looking for a proactive leader who fosters a culture of accountability, ownership, and problem resolution, ensuring that every advisor interaction results in a positive and seamless experience. The ideal candidate is passionate about service excellence, empowers their team to resolve issues efficiently, and is committed to continuously enhancing the overall advisor experience.

Responsibilities

• Cultivate one-on-one relationships with Advisors and their staff.
• Supervise the team that acts as the primary point of contact for our advisor offices, taking ownership of inquiries from initiation to resolution via phone and/or email.
• Handle a variety of topics, including assistance with new account openings, trading accounts, money movement transactions, account billing, and account performance reporting.
• Manage escalations of complex cases.
• Provide support to advisors with key technologies.
• Utilize the Salesforce CRM tool to accurately record and track service requests, ensuring accurate follow-up.
• Provide development, daily task coaching, and training to teams as necessary.
• Monitor team key performance and metrics reporting.
• Participate in the hiring process for new associates on the team.

Requirements

• High School diploma or equivalent.
• 5 years of related experience in financial services.
• 1 year of supervisory or team leadership experience.
• Experience in customer service or operations.
• Experience in the financial industry.
• Proficiency in Microsoft Office suite.
• Strong verbal and written communication skills.
• Friendly and professional demeanor.
• Ability to work quickly under pressure and be self-motivated.

Preferred Qualifications

• Bachelor’s degree.
• Prior experience working in an advisor office.
• Licensing (SIE or other FINRA Licensing).
• Familiarity with Schwab, Fidelity, or Pershing systems like Orion and Envestnet.

Benefits

• Inclusive health, dental, vision, and life insurance plans designed to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits for team members and their families.
• 20+ days of paid time off (PTO), paid holidays, and 2 paid wellness days.
• 401(k) savings plan with a generous company contribution (up to 5%) and access to a financial professional.
• Paid parental leave to support birth, adoption, and fostering.
• Health Savings and Flexible Spending Account options for healthcare, daycare, and commuting.
• Employee Assistance Program (EAP), LifeLock, pet insurance, and other voluntary benefits.
• Paid caregiver leave for caring for an ill or recovering family member.

Pay

Competitive salary.

Schedule

Full-time role with up to 10% travel requirements.

About Us

Cetera Financial Group® (Cetera) is a leading network of independent retail broker-dealers and registered investment advisers empowering the delivery of objective financial advice to individuals, families, and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation and a leading provider of retail services to the investment programs of banks and credit unions. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.