Senior Specialist, Contact Center Services

Role Summary

Serves as the technical lead for complex service requests and/or specialized internal process support on a daily basis and provides work direction for the team.

Responsibilities:

• Independently assists clients by responding to complex phone, electronic correspondence, and other inquiries regarding company products, services, and procedures

• Responds to client questions on product features and provides technical assistance for the most complex issues that have been escalated by junior team members.

• Researches and resolves complex operational or client issues. Assists in identifying trends in client issues and proposing solutions. Provides leadership support for development, coaching, and oversight of junior team members.

• Provides status updates on problem resolution and outstanding issues to other teams. Directs inquiries to the appropriate resources.

• Assists with process improvement or other initiatives by contributing ideas and client feedback to improve team efficiency and client experience. Coordinates implementation of resulting changes for the team.

Qualifications:

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND

• 4+ years of total relevant work experience

• Series 7 & 63

FINRA Requirements

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

Work Flexibility

This role is eligible for remote work up to two days a week.