Service Team Lead

Allworth Financial (www.allworthfinancial.com) is an independent investment financial advisory firm that specializes in retirement planning, investment advising, and 401(k) management with a direct approach to financial planning. Allworth Financial delivers long- and short-term investment planning solutions and advice to help clients achieve their goals and plan strategically for retirement.

Allworth Financial is a high growth, private equity backed, multi branch Registered Investment Advisor. Founded in Sacramento, California, in 1993 Allworth is primarily a fee-based, employee-centric fiduciary advisory firm, that prides itself on emphasizing client well-being and education. The business is a multi-billion dollar firm and is on track for continued growth through both acquisitions and strong organic growth. Allworth is considered a great place to work and was once again given the prestigious “Circle of Excellence” award by the National Business Research Institute for employee and client satisfaction in 2021, placing it among the best-loved brands in America. Allworth Financial was also recognized as a Barron's Top 40 RIA in 2024.

SUMMARY OF THE POSITION:

The Service Team Lead will report directly to the Service Manager or Director of Service and will provide direct support to Advisors as well as Financial Service Team leaders.   The Service Team Lead is responsible for leading, managing and coaching assigned service team members.  The Service Team Lead is a member of the Service leadership team. This role is a professional who is service driven, thinks creatively and works to develop and promote a positive work environment, and executes on a defined client experience. The is an Exempt, Full-time position that requires 5 days a week in our Cincinnati, OH office.

DUTIES AND RESPONSIBILITIES:

• Supervises Service team members, coordinates coverage, approves timecards, and executes performance evaluations and holds employees accountable.
• Mentors and trains team members and identifies skill gaps for training opportunities
• Participates in recruiting and hiring, and ensures proper training for new Service team members
• Collaborates with Training and Process Improvement Teams on the creation and deployment of training on new processes and continues development of skills with team members
• Looks for opportunities for continuous improvement by nurturing and soliciting ideas from team members and presenting them to Leadership
• Coaches team members and collaborates with centralized operations teams to deliver on the defined client experience.
• Monitors quality and consistency among the servicing team with metrics and work volumes
• Escalates issues to Service Manager with proposed solutions
• Handles escalated financial advisor and client requests as needed including escalating with custodian contacts
• Manages and oversees phone coverage, cases, tasks, and queues to ensure timely delivery of defined client experience 
• Oversees compliance standards and ensures adherence to all policies and procedures 
• Identifies trends, provides input to create strategic goals and objectives and measures results 
• Creates, monitors and offers input to enhance service metrics for reporting and coaching
• Consistently demonstrates Allworth Financial Values as we deliver on the Vision, Mission, and Promise– leads by example

QUALIFICATIONS:

• Passion to serve clients, advisor partners and lead client-focused teams. 
  • Minimum of 3 years of client services experience or more years in financial services or equivalent experience and some leadership or supervisory experience.  
• Bachelor’s Degree or equivalent financial experience
• Excellent verbal and written communication skills 
• Strong organizational skills with ability to prioritize daily responsibilities.
• Mentoring skills for developing team members. 
  • Experience using Microsoft Office applications as well as Client Relationship Management (CRM) and Document Management workflow systems.
• Strong organizational skills with ability to prioritize, attention to detail and ability to delegate daily responsibilities.

BENEFITS

We value our associates’ time and effort. Our commitment to your success is enhanced by our competitive base pay and an extensive benefits package, including:

• Medical: Blue Shield (PPOs and HDHP with HSA) plans and Kaiser (HMO) plans for California associates
• Dental insurance with MetLife
• Vision insurance with VSP
• Optional supplemental benefits
• Healthcare savings accounts with company contribution
• Flexible spending accounts
• Flexible working arrangements
• Generous 401K contributions 
• Exempt associates qualify for our flexible paid time off policy.
• Non-Exempt associates will receive 15 days of paid time off annually during the first three years of employment
• 11 Paid Holidays
• Option to participate in our Equity Purchase Program
• Future growth opportunities within the company

In addition, we work to maintain the best possible environment for our associates, where people can learn and grow with the firm. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Benefits are available to full-time associates who work more than 30 hours a week.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. Typical reporting relationships are described, but actual relationships may vary in some instances. This job description is not intended to be an exhaustive list of all responsibilities, duties, skills, or knowledge required of personnel classified in this job.

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