Supervisor, Customer Service - Financial Services

eClerx; Fayetteville (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

eClerx is seeking a Customer Service Supervisor to lead a team serving Wealth Management clients, ensuring exceptional service, regulatory compliance, and efficient call center operations.

You will coach and develop staff, monitor KPIs, and collaborate with Wealth Advisors, Trust Officers, and Portfolio Managers to deliver seamless client experiences while maintaining risk controls.

Qualifications

• Bachelor's degree in business- or finance-related field.
• Proven leadership and staff development experience.
• Excellent verbal and written communication abilities.
• Strong problem-solving and conflict-resolution skills.

Responsibilities

• Supervise, coach, and develop a team of customer service representatives serving Wealth Management clients.
• Conduct regular performance evaluations and coaching sessions.
• Ensure delivery of exceptional service to high-net-worth clients, trust clients, and financial advisors.
• Resolve escalated client concerns and service issues promptly.
• Partner with Wealth Advisors, Trust Officers, and Portfolio Managers to ensure seamless client experiences.
• Monitor KPIs and identify opportunities to improve efficiency and satisfaction.

Skills

Leadership

Communication

Problem-solving

Multitasking

CRM systems

Call center tech

Education

Bachelor's degree

Tools

CRM software

Microsoft Office

Call center technology

Operational reporting tools

Job description

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Job Description

Type: Full-time

Summary

The Customer Service Supervisor is responsible for leading and overseeing a team of customer service representatives supporting the bank's Wealth Management clients. This role ensures the delivery of exceptional client service, efficient call center operations, regulatory compliance, and achievement of departmental performance goals. The Supervisor serves as a coach, mentor, and subject matter resource for team members while fostering a client-centric culture focused on service excellence, operational efficiency, and risk management.

Responsibilities

Supervise, coach, and develop a team of customer service representatives serving Wealth Management clients

Conduct regular performance evaluations, one-on-one meetings, and coaching sessions

Ensure delivery of exceptional service to high-net-worth individuals, trust clients, investment clients, and financial advisors

Resolve escalated client concerns and service issues in a timely and professional manner

Partner with Wealth Advisors, Trust Officers, Portfolio Managers, and other stakeholders to ensure seamless client experiences

Monitor call volume, service levels, response times, and overall performance metrics

Identify process improvement opportunities to enhance client satisfaction and operational efficiency

Maintain compliance with banking regulations, internal policies, privacy requirements, and Wealth Management procedures

Monitor and mitigate operational risks within client service processes

Track KPIs (call quality, client satisfaction, first-call resolution, service level attainment, average handle time, employee productivity) and develop action plans to improve team performance.

Requirements

Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred

Excellent leadership, coaching, and employee development skills

Exceptional verbal and written communication abilities

Strong problem-solving and conflict-resolution skills

Ability to manage multiple priorities in a fast-paced environment

Proficiency with CRM systems, call center technology, Microsoft Office applications, and operational reporting tools

How to Apply

• Click "Apply Now" to submit your resume through our career site
• Be sure to include any relevant experience that aligns with the role.
• Qualified candidates will be contacted by a member of our recruitment team for next steps

About eClerx

eClerxis a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results. The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here

Job Info

• Job Identification 84462
• Posting Date 08/05/2026, 08:47 AM
• Job Schedule Full time
• Locations 235 N McPherson Church Road, Fayetteville, North Carolina, 28303, US