Client Service Center Supervisor - Retirement & Benefits

WHO ARE WE: Alerus is a commercial wealth bank and national retirement provider with one core purpose: helping clients achieve their financial goals. We are driven by a shared commitment to always do the right thing; leading with integrity and providing valued advice and guidance to our clients. We value the expertise and skillsets each team member provides and encourage collaboration, innovation, adaptability, and an entrepreneurial spirit at all levels of our company. By consistently seeking improvements and growth, we foster long-term relationships with clients and team members. We are proud to be recognized as a Top Workplace by numerous industry and regional outlets. CORE VALUES: Passion for Excellence :: Success is Never Final :: Do the Right Thing :: One Alerus ABOUT THE ROLE: The ARB Client Service Center Supervisor leads a team to provide superior client service via multiple media channels (phone, email, and chat) supporting Alerus Retirement and Benefits services. Responsibilities include the development and training of Client Service Center Associates, close monitoring of performance, and handling elevated client interactions. Requires strong communication skills to facilitate individual coaching and mentoring of employees as they develop the skills to provide clients with a clear understanding of the technical aspects and benefits of products and services offered at Alerus. Further, the position is responsible for maintaining knowledge of all Alerus products, services, and processes pertaining to the Client Service Center. WHAT YOU’LL BE DOING: Demonstrate leadership characteristics and set an example for team members. Conduct regular call monitoring to ensure a superior client experience. Coach, motivate and counsel staff on performance including administrating disciplinary action when necessary. Conduct monthly one-on-one meetings with associates to communicate performance expectations, review performance plans and provide individualized coaching. Deescalate difficult client situations to ensure resolution and client satisfaction. Maintain in-depth knowledge of Alerus products, services, and processes to be an expert and “go-to” person for team member questions. The team will cover a wide range of topics including retirement plan specific provisions, IRS and DOL regulations surrounding retirement and benefits plans, distributions, contributions, investments, balance inquiries, and claim status. Actively pursue continuing education through Alerus University, monthly manager meetings, and self-development to enhance skills. Acknowledge/prioritize multiple client demands to provide maximum service level to all customers. Responsible for scheduling coverage, and monitoring and approving timecards. Ensure employees are appropriately trained and conduct monthly training sessions. WHAT YOU SHOULD HAVE: Bachelor’s degree or equivalent experience in customer service. 2 years of experience in financial and/or management level preferred. 1+ year business experience in employee benefits, customer service, or accounting/bookkeeping preferred. Previous call center and or telemarketing experience preferred. Excellent written/oral communications and time management skills required. Ability to prioritize and self-motivated. Proven ability to adapt to a fast paced, changing environment. WHAT WE BRING TO THE TABLE: Competitive compensation including base salary, bonus and/or incentive opportunities. Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings. Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave. Learning and development resources for personal and professional career development, and advancement opportunities. Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services. Support for the communities we live in through paid volunteer time and a company donation match opportunity. WORK ENVIRONMENT: Work is typically performed in an office setting. The employee is regularly required to sit for extended periods of time. The employee is occasionally required to move about the office utilizing proper ergonomic safeguards when doing so. Additionally, the employee must occasionally lift or move supplies and materials up to 20 pounds. BASE PAY RANGE: $62,000 - $70,000 annually The above information in this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job. Alerus is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.