Supervisor, Service Experience

Cetera Financial Group; Dallas (TX); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Paid PTO

401(k) plan

Parental leave

Job summary

Cetera Financial Group is seeking a Supervisor for our Service Experience team to lead a high-touch, advisor-focused support group. The role emphasizes accountability, ownership, and prompt issue resolution across phone and email channels.

The ideal candidate will bring 5+ years in financial services with at least 1 year in supervision, solid MS Office skills, and strong communication. Travel up to 10% is required.

Qualifications

• 5 years of related experience in financial services.
• 1 year of supervisory or team leadership experience.
• Experience with advisor offices or financial institutions is a plus.

Responsibilities

• Lead a team providing high-touch advisor service via phone and email.
• Oversee inquiries from initiation to resolution with accountability.
• Coach and train team on daily tasks and development.
• Monitor KPIs and performance metrics for the team.
• Participate in hiring of new team members.
• Utilize Salesforce to log and track service requests.

Skills

Customer service

Operations

Financial industry

Team leadership

MS Office

Verbal communication

Professional demeanor

Pressure handling

Education

High School diploma

Bachelor’s degree

Tools

Salesforce CRM

Job description

Job Description

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.

Core Responsibilities

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

Required Knowledge, Skills, And Abilities

• Experience in customer service or operations.
• Experience in the financial industry
• Experience leading a team.
• Proficiency in Microsoft Office suite.
• Strong verbal and written communication.
• A friendly and professional demeanor.
• Ability to work quickly under pressure and self‑motivated.

Desired Knowledge, Skills, And Abilities

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

Minimum Required Education & Experience

• High School diploma or equivalent
• 5 years of related experience in financial service
• 1 year of supervisory or team leadership experience

Travel Requirements

Up to 10%

About Us

ABOUT US

What We Give You In Return

Not many teams can say that they support people’s dreams coming to life. We happen to do that every day. And as important as we know your career is, we recognize that there’s a whole lot more to life. To ensure that our employees can make the most of their time outside of working hours, we offer a competitive salary and for full‑time roles, a benefits package including:

• Inclusive health, dental, vision, and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20+ days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan‑ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and fostering.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
• Paid caregiver leave to provide time away from work when caring for an ill or recovering family member.
• Additional benefits such as an Employee Assistance Program (EAP), identity theft protection (LifeLock), pet insurance, and other voluntary benefits to provide extra peace of mind

About Cetera

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.

Cetera Financial Group (Cetera) is a network of independent retail firms, including those that are members of FINRA/SIPC: Cetera Advisors LLC; Cetera Wealth Services, LLC (formerly known as Cetera Advisor Networks); Cetera Investment Services LLC (marketed as Cetera Financial Institutions or Cetera Investors); and Cetera Financial Specialists LLC. Entities registered as investment advisers with the Securities and Exchange Commission include Cetera Investment Management LLC and Cetera Investment Advisers LLC. Cetera's principal office is located at 655 W. Broadway, 11th Floor, San Diego, CA 92101. Avantax Planning Partners, Inc. is an SEC registered investment adviser within the Aretec Group, Inc. (dba Cetera Holdings, an affiliate of Cetera). All the referenced entities are under common ownership.

Equal Employment Opportunity

Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.

Agencies please note

this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.

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