Money Movement Services Manager

About the role

The Customer Service Manager, Licensed oversees that customer questions are answered in an efficient and effective approach. As a licensed professional, this job supervises a team of Customer Service professionals and ensures that customers who call with questions or issues receive superior customer service. This job also interacts with customers by providing hands-on support for escalated issues.

Responsibilities

• Maintains customer satisfaction through the management and development of Customer Service professionals.
• Interacts with customers regarding escalated issues on a daily basis, responding to their questions and guiding them to the appropriate service.
• Reviews customer complaints and Customer Service metrics to identify ways to improve quality of service.
• Plans and schedules levels of support to ensure proper advancement of customer queries that require knowledge that is more advanced.
• Aids in the development of strategic Customer Service and technical support initiatives.
• Sets goals and objectives for team members for achievement of Customer Service operational results.
• Ensures Customer Service policies, practices and procedures are understood and followed by direct reports.

Requirements

• University (Degree) Preferred
• Work Experience: 5+ Years Required; 7+ Years Preferred

Qualifications

• FINRA Registrations: SRC Indicator: Series 6 or 7; Series 26 or 24
• Licenses and Certifications: Life and Health Insurance License (Resident State) - Multiple Issuers required
• Additional non-resident licenses may be needed preferred
• FINRA Series 63 is preferred

Physical Requirements

• Sedentary Work

Skills

• Must have Series 6 or 7; Series 63 ; Series 26 or 24 and Life and Health Insurance (Resident State)
• Experience in managing associates and exceptional leadership skills
• Demonstrated ability to excel in a fast-paced, multi-functional, dynamic, client-centric work environment
• Proven organizational and analytical skills with high attention to detail
• Excellent verbal and written communication skills
• Bachelor’s degree preferred

Benefits

• Competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).