Are you a team player who seeks continuous learning opportunities? Are you interested in contributing to a meaningful client experience? Are you interested in being part of a team that is working to transform and do things differently?
If so, we may have the role for you!
Job Overview:
Our Core Service Team Lead provides outstanding service while acting as a resource, leader, and mentor to frontline Service Professionals. The Service Team Lead instills a great customer service mindset in their peers, facilitates real time support, and assists with any situations before it becomes an escalation.

Responsibilities:

• Provide real time support to Core Service
• Partner with Operations to resolve complex and out-of-SLA issues
• Consult frontline Service Professionals on how to respond to customer issues effectively
• Monitor employee adherence, phone volumes, emails, and processing as needed
• Regularly exercise discretion and business judgment; research and resolve advisor issues before it becomes an escalation
• Help manager gather talking points for monthly coaching sessions
• Assist with Business Initiatives
• Provide service level recovery assistance as needed
• Subject matter expert on operational policies and procedures and be able to communicate them

across all levels effectively, both internally and externally
What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for
people who thrive in a fast-paced environment, are client-focused, team-oriented, and can execute in a
way that encourages creativity and continuous improvement.

Requirements:

• Associate degree or equivalent work experience in a related discipline
• SIE Required
• 1-2 years of previous customer service experience

Core Competencies:

• Effective time management
• Effective peer coaching
• Strong client focus
• Strong desire to grow in leadership and personnel management
• Strong attention to detail
• Ability to remain versatile and multitask
• Ability to demonstrate flexibility in a fast changing environment

Preferences:

• 3 – 5 years of call center experience working in a financial service environment
• Bachelor’s degree, preferably in Business or Finance
• Prior Supervisory or Management experience
• Other FINRA licenses, or professional credentials or certifications
• Adobe, Box, ClientWorks, Documentum, Engage, LexisNexis, Medallia, MS Dynamics, Nice CXone, ServiceWorks, SharePoint, SmarTerm BETA, Smartsheet, Tableau, Webstation, Workday

• Provide real time support to Core Service
• Partner with Operations to resolve complex and out-of-SLA issues
• Consult frontline Service Professionals on how to respond to customer issues effectively
• Monitor employee adherence, phone volumes, emails, and processing as needed
• Regularly exercise discretion and business judgment; research and resolve advisor issues before it becomes an escalation
• Help manager gather talking points for monthly coaching sessions
• Assist with Business Initiatives
• Provide service level recovery assistance as needed
• Subject matter expert on operational policies and procedures and be able to communicate the