Service Center Manager
North Carolina, United States of America
Full Time
1 week ago
$66,744 - $111,240 USD
Visa Sponsor
Key skills
Project Management
About this role
Role Overview
- Handle Financial Advisor immediate escalations needing management contact and advanced support issues
- Monitor, coach, set performance goals, and motivate staff
- Help frontline agents with questions from advisors and office staff
- Assist in the training process of support staff
- Track their training progress and decide when they have reached milestones to move them on the next level of training
- Administrative management duties: timecard approvals, interviews, review time off requests, track attendance etc
- Provide superior customer service to a large base of financial advisors by handling incoming phone calls when needed including escalations
- Advise AVP/VP when there is a need for progressive counseling of a Service Professional
- Assist in writing and presenting the action plan and guidance to improve the Service Professional’s performance
- Monitor Frontline ACD performance reports looking for trends and areas of improvement
- Interview and make staffing decisions for hiring Service Professionals
Requirements
- Experience as a team lead or manager of a team
- SIE required to apply
- Series 7 can be obtained within 90 days of employment
- Bachelor’s Degree or 6+ years progressive experience in related fields
- Financial services or FinTech experience
- Training in multiple skills
- Move Money, Transfers, New Accounts and Direct Business
- Call center or service center high volume call and team management
- Professional coaching certifications
- Knowledge of project management tools and techniques
- Experience managing hybrid employees (in-office and remote)
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off