Demonstrate leadership within decision making and communications Utilize independent decision-making to research and resolve more complex and difficult issues Handle and resolve escalations Respond to inquiries on team related issues Monitor and coach job performance for quality interactions and appropriate production Coaching for inbound and outbound interactions, core behaviors and metrics Assist in the management of the business in the contact center environment Provide direct supervisor with input into the review process Involved in identifying and targeting areas in need of improvement and creating workable solutions to problems. May be involved in proposal writing and development. Must be flexible to a dynamic environment of fluctuating business needs Registrations: SIE, Series 7, and Series 66 (or 63 AND 65) 1 year of experience in a financial call center and / or client relationship management Extensive knowledge of advanced product information and the ability to make independent and good judgement decisions 9/10 strongly preferred and required for further advancement in leadership Proven ability to develop and execute a comprehensive team business plan focused on growth, retention, and driving revenue Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters Exhibit initiative in expanding knowledge across our business and participating in departmental projects to help provide the best client experience Personal commitment to setting and accomplishing goals Displays trust-worthy attributes See all projects/client inquiries through to completion - taking ownership Demonstrates self-confidence and the ability to maintain composure in difficult situations Promote teamwork and understand which decisions can be made independently and which involves collaboration with others Outstanding oral and written communication skills Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
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