Client Support Team Lead - Financial Services - Grow With... (#16605547)

Madison Trust / Broad Financial is an integrated, rapidly growing, Bergen County based financial services group comprised of a chartered trust company, an IRA services specialty group, multiple alternative investment fund affiliates and a real estate group. We are the number one-rated Self-Directed IRA Custodian in the country, largely due to the superb client support and direction we provide.

We are seeking a Client Support Team Lead to lead our growing team of client support associates in Sioux Falls, South Dakota, ensuring smooth onboarding, timely issue resolution, and adherence to high-quality service standards.

In this leadership role, you will not only be a resource for clients but will also mentor, train, and empower your team to thrive in a fast-paced financial services environment.

Responsibilities

• Supervise and guide the client support team, ensuring smooth daily operations and timely resolution of client inquiries.
• Train and mentor team members, fostering their professional growth and ensuring adherence to company policies and client service standards.
• Manage workflow assignments to optimize team efficiency while maintaining high service quality.
• Serve as a point of escalation for complex client inquiries, providing knowledgeable and proactive solutions.
• Answer client questions about the Self-Directed IRA process in an engaging and "happy to help" manner.
• Conduct timely follow up with clients and guide them in the transfer and funding process.
• Ensure documentation is properly produced and shipped, with a detailed eye for quality control and presentation.
• Answer and direct incoming client inquiries and direct them to the appropriate department.

Requirements

• A demonstrated ability to lead, motivate, and manage a team. Experience in training, mentorship, or supervisory roles is highly desirable.
• A can-do attitude and a strong interest professional growth.
• Highly organized with the ability to multitask and track multiple workflows simultaneously.
• Background in customer support, financial / banking services a plus.
• A professional and pleasant demeanor, both in person and on the phone and a client - centric mindset
• Bachelor’s degree in a related field a plus though definitely not a requirement.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Sioux Falls, SD 57104

Salary : $70,000 - $90,000