Client Experience Lead — Financial Services

Victory Capital; San Antonio (TX); On-site; USD 64,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Flexible PTO

Family medical leave

Disability leave

Tuition reimbursement

401(k) with employer match

Job summary

Victory Capital InVest is seeking a motivated leader to guide a team of service specialists serving mutual funds and 529 CSP accounts. You will coach 10–15 representatives, drive performance, and manage live-chat and voice channels to deliver world-class investor service.

You will report to the Director of Victory Capital InVest and help deepen client relationships while ensuring regulatory and policy compliance across all interactions.

Qualifications

• Proven ability to lead teams to achieve business goals while maintaining high service standards.
• Ability to independently master new concepts and drive changes.
• Developed strategies to sustain performance across key metrics.
• Experience in financial services industry and in contact center settings.
• SIE, Series 7, Series 63 licenses (or obtain within 1 year).
• Series 24 license (or obtain within 1 year).

Responsibilities

• Coach, mentor, and influence a team of 10 to 15 service representatives delivering account servicing for mutual funds and 529 CSPs.
• Lead team to meet performance goals, improve efficiency, and uphold customer service standards.
• Manage live-chat and voice channels for Investor services.
• Monitor interactions to ensure quality and regulatory compliance.
• Implement strategies to deepen relationships across product lines.
• Ensure adherence to regulatory standards and internal policies.

Skills

Team leadership

Coaching

Communication

Regulatory compliance

Financial services

Change management

Strategic thinking

Business acumen

Self-motivation

Mentoring

Job description

Victory Capital InVest is seeking a motivated leader to guide a team of service specialists serving mutual funds and 529 CSP accounts. You will coach 10–15 representatives, drive performance, and manage live-chat and voice channels to deliver world-class investor service.

You will report to the Director of Victory Capital InVest and help deepen client relationships while ensuring regulatory and policy compliance across all interactions.