Director, Advisor Support

Customer Service Opportunity in Financial Services

Director - Advisor Support

Location(s):

La Vista:12325 Port Grace Blvd, La Vista, NE 68128

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type: Full-time, Non-Exempt

Salary: $90,000 - $110,000 per year + annual performance-based bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:Osaic Benefits.

Summary:

As a Director of Advisor Support, you will engage directly with our customers - over 11,000 Financial Professionals across the country, helping grow and support their firms while leading a team of Advisor Support phone professionals who do the same. The Director of Advisor Support is responsible for leading the strategic direction, performance, and day-to-day service operations across all locations while providing hands on leadership support in our LaVista, NE office. This role ensures exceptional customer experience, operational efficiency, and team engagement while driving continuous improvement across all service channels (phone, cases, chat, etc.) The Ideal Director of Advisor Support must be capable of succeeding in a fast-paced team environment and possess a passion for elevating the advisor's experience.

Education Requirements:

Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.

Responsibilities:

• Develop and execute the call center's strategic plan aligned with corporate goals, customer experience standards, and growth objectives.
• Oversee workforce planning, budget management, and forecasting to ensure operational efficiency and cost control.
• Lead, coach, and mentor a management team including call center managers, supervisors, QA, training, and workforce management functions.

• Foster a positive, high-performance culture with a focus on accountability, employee engagement, and professional development.
• Ensure daily operations meet or exceed service-level goals including quality, productivity, adherence, and customer satisfaction targets.
• Monitor and analyze operational metrics, identifying trends and executing action plans to improve performance.
• Champion a customer-first mindset and ensure consistent high-quality service delivery
• Lead initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR)
• Partner with product, risk, marketing, and technology teams to improve processes, eliminate friction points, and enhance the customer journey
• Effectively adopt changing business needs and guide employees through shifting priorities
• Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration

Basic Requirements:

• Minimum 5 years management experience required
• Exceptional oral and written communication skills with a strong attention to detail
• Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication
• Outstanding professional presence and positive customer service attitude
• Successful track record of customer-centric decision making
• Ability to cope with and persevere through frequent and unexpected changes
• Excellent organizational skills, with the ability to handle multiple tasks

Preferred Requirements:

• At least 10 years management experience required with demonstrated ability to develop people, at different performance levels, via established performance objectives, regular feedback, and appropriate recognition
• Extensive experience and comfort level with engaging and supporting the needs of high producing Financial Professionals
• Bachelor's degree in business, Finance or related field is preferred CRM experience / Salesforce experience.
• Completion of FINRA SIE exam.
• FINRA Series 7 license, other FINRA licenses.