Lead Customer Service Coordinator, Candidate Services

The Lead Customer Service Coordinator in TCE Candidate Services is responsible for working with internal and external constituents to provide specialized support to industry professionals and member firms. The Coordinator applies analytical skills to conduct research and coordinate processing of requests and issues. This is competent-level professional work in which incumbents are refining and expanding skills and working under limited supervision and guidance.

Essential Job Functions:

• Interfaces with industry professional candidates, firms, clients, vendors, peers, management, and others to assist with issues related to Testing and Continuing Education programs.
• Intakes calls and Tier II cases, investigates, resolves, and documents issues of moderate complexity.
• Provides excellent internal/external customer service in various and distinct areas of testing, continuing education and credentialling.
• Responds to customer requests by providing functional and navigational support of Testing and Continuing Education programs and systems.
• Assists firms with moderately complex questions regarding credentialing, systems usage, and issues.
• Confers with senior Candidate Services staff and subject matter experts for guidance on complex issues as appropriate.
• Documents all Tier II customer inquiries as necessary per Candidate Services procedures and policies.
• Mentors junior team members.
• Utilizes computer resources and software applications as necessary.
• Identifies and proposes new/revised system and procedural enhancements.
• Provide end user training and advice.

Education/Experience Requirements:

• professional experience; or an equivalent combination of education and experience
• Knowledge of relevant FINRA/SEC rules and regulations preferred.
• Excellent customer service skills.
• Ability to interact with a variety of stakeholders such as Industry Members, SRO/SEC regulatory staff, and FINRA clients.
• Must demonstrate attention to detail, sound judgment, and solid organizational skills.
• Excellent analytical, interpersonal and communication skills, and a strong familiarity with Windows-based computer applications are essential.

Work Conditions:

• Work in a remote/hybrid office environment.

For work that is performed in CA, CO, HI, MN, VT, IL, Jersey City, NJ, NY, NY, MD, Washington DC, and WA the chart below outlines the proposed salary range for the corresponding location. In addition to location, actual compensation is based on various factors, including but not limited to, the candidate’s skill set, level of experience, education, and internal peer compensation comparisons.

CA: Minimum Hourly Rate $32.91, Maximum Hourly Rate $60.84
CO/HI/MN/VT*: Minimum Hourly Rate $28.62, Maximum Hourly Rate $50.69

IL*: Minimum Hourly Rate $31.65, Maximum Hourly Rate $55.77
Jersey City, NJ/NY, NY: Minimum Hourly Rate $34.35, Maximum Hourly Rate $60.84

MD/Washington, DC: Minimum Hourly Rate $32.91, Maximum Hourly Rate $58.27
WA: Minimum Hourly Rate $28.62, Maximum Hourly Rate $58.27

*Including positions performed outside the state but reporting to an office or manager in that state.

Candidates can expect salary offers that range from the minimum to the mid-point of the salary range. FINRA provides full pay ranges so that the candidate can consider their growth potential while at FINRA.

#LI-Hybrid

To be considered for this position, please submit an application. Applications are accepted on an ongoing basis.

The information provided above has been designed to indicate the general nature and level of work of the position. It is not a comprehensive inventory of all duties, responsibilities and qualifications required.

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