Job description
- 3-5 years of experience working in the Broker/Dealer space
- Minimum of 5 years of customer service/support experience
- Proven experience in management including coaching, career development, and performance management
- Candidates must possess a FINRA Series 99 and SEI or better
Job Description:
Responsibilities:
- Hires, trains, and develops team members. Analyzes staff and team performance through various statistical and reporting methodologies. Provides monthly coaching/feedback sessions for employees and conducts annual performance reviews
- Assists the TSC Manager with the training and development of employees.
- Works with the manager to ensure that all phases of support are properly coordinated, monitored, logged, tracked, and resolved to customer satisfaction.
- Works closely with the Technical Support Center Leadership Team on the development/implementation of standards, processes, and systems required to deliver consistently high-quality customer service. Key criteria are service levels, responsiveness, cost-effectiveness, and standardization.
- As required, serves as a liaison for the TSC in project initiatives and interacts with other departments to address the business needs of the TSC and its customers.
- Enforces department and company policies and procedures fairly and consistently.
- To achieve a high degree of customer satisfaction by maintaining a professional and positive tone.
- Works with leadership to identify and implement processes to improve the effectiveness of the team and enhance the customer experience.
- Manages the staff schedule to maintain coverage and approves time.
- To have the ability and willingness to work outside of normal business hours to accomplish work assignments. To have the ability and willingness to work leadership on-call responsibilities, including nights and weekends.
- Analyzes call data and monitors team queues to ensure timely resolution of customer issues.
- Performs other duties as assigned by management.
Work Experience, Education, Certification/Training Required:
- FINRA Series 99 and SEI or better
- Minimum of 5+ years of professional, technical, or customer support experience in a corporate environment with 3-5 years of Broker/Dealer or RIA experience.
- Prior management/supervisory experience is required with a background in employee coaching and performance management.
- Working experience managing customer problems with escalation criteria.
Knowledge, Skills, and Abilities Required:
- Has a strong customer service orientation and desire to embrace technology as a means of improving service
- Superior customer service skills
- Proficient in Microsoft Office 365 Suite
- Experience working in a team environment with demonstrated leadership skills
- Experience working in a project-oriented environment and meeting assigned deadlines
- Ability to think outside of the box
- Self-starter
- Excellent oral and written communications skills
- Manage multiple tasks with a high level of accuracy and attention to detail
- Ability to prioritize tasks and delegate effectively
Interview Steps:
- 1 30-minute web interview w/ HM
- 2 1-hour on-site interviews with HM and Contact Center Sr. Director
Company Culture & Perks
Diversity and Inclusion:
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. We aim to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities, and focusing on the retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
- DENTAL INSURANCE
- MEDICAL INSURANCE
- VISION INSURANCE
- LIFE INSURANCE
- RETIREMENT
- PAID TIME OFF
About offshore-staffing.com:
Offshore Staffing is the leading agency that provides consulting and recruitment solutions. Our staffing solutions cover technical, professional, and industrial recruiting and staffing. We staff a wide range of industries including aviation, engineering, architecture, construction,energy, aerospace & defense, administrative, and a lot more to serve the need for customized recruitment and placement solutions for large and small business. Offshore Staffing operates in the USA, Canada, Brazil, Europe and Asia.Mission: Offshore seeks to simplify staffing processes and procedures by applying an intuitive combination of technology and human skills. Our experience has taught us that technology only goes so far when aligning a candidate and his or her skills with a client’s business. To integrate personnel into a company’s culture, Offshore relies on a proprietary matrix that gauges in-depth interviews, personality assessments, work qualifications and background screens.
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