Contact Center Services Supervisor – Special Correspondence Group

Role Summary

Supervises a contact service center support team responsible for providing quality support to clients with inquires and resolving operational issues on a daily basis. Responsible for the achievement of team goals and objectives, talent management, and supervision of team members.

Responsibilities:

• Coordinates and directs the daily operations of a contact service center team. Monitors work metrics and standards; resolves team issues as required.
• Resolves routine client issues or inquires as needed.
• Maintains relationships with other business departments to report client trends and needs; may use knowledge of client issues to contribute to business development efforts.
• Manages internal activities and initiatives designed to improve the client experience. Reviews trend analysis of problems reported, identifies the root cause of the problems, and recommends resulting improvements.
• Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team. Has accountability for the human resources activities within the team (hiring, discipline, firing). May have financial/budgetary responsibility for the team.

Qualifications:

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 3+ years of total relevant work experience
• FINRA Series 7, 63 and 24

Preferred Skills:

• Financial Services and Leadership Experience
• Written and oral communication skills
• Time-management skills and effective ability to prioritize
• Client Service Oriented

FINRA Requirements

FINRA licenses are required and will be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to two days per week from home.