Responsibilities:

Primary Purpose:

Typically manages 5 - 7  Managers each with a team of 15 - 20 Financial Services Representatives.  This is the second level manager job.  This position works closely with the leadership and is accountable for the overall success of the function at or across sites.

To identify, develop and implement solutions and strategies that will leverage resources to streamline internal operations while improving customer satisfaction levels.  Responsible for providing the leadership needed to ensure that the team provides a high level of customer satisfaction while meeting all departmental goals.  Lead the effort to find ways for our customers to continually become more self-directed.

Duties and Responsibilities:

·         Demonstrate leadership within the group on a daily basis.

·         Utilizing 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

·         Instill sales mentality into team and motivate for specific focus.

·         Coaching for inbound and outbound sales, acquisition and retention

·         Execute on delegated projects and Develop as determined

·         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.

·         Must be flexible to a dynamic environment of fluctuating business needs.

Knowledge and Skill:

·         Demonstrated leadership abilities.

·         Demonstrated initiative in gaining knowledge and participating in departmental projects.

·         Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact.

·         Outstanding oral and written communication skills.

·         Detailed understanding of the securities industry including equity and option trading.

·         Outstanding problem resolution and training skills.

·         Computer literacy including: familiarity with online services, PC skills:

·         familiarity with Microsoft Windows environment: Word and Excel, Lotus. Ability to troubleshoot basic to advanced technical problems.

·         Authority to Act, Decision Making and Principle Challenges

 ·         Ability to interact with and influence senior members of other areas of the organization.

·         Ability to motivate and gain the cooperation of others and confidently lead in areas of responsibility.

·         Ability to identify key results and critical solutions that support position objectives.

·         Ability to work on multiple projects simultaneously with little or no supervision/ direction.

·         Ability to present concepts and gain support at the senior level of the organization.

·         Ability to proactively initiate and support initiatives, which uphold all CARE values.

·         Ability to make decisions that favorably impact the direction of areas of accountability.

·         Extensive knowledge of general business principles.

·         Ability to interact with multiple levels of associates up to and including senior management.

·         Ability to anticipate problems and create contingency plans.

·         In collaboration with all levels of management, help develop goals for Customer Service and sets appropriate goals and objectives for managing department.

·         Principle challenge is to proactively assist in both department and team development while meeting/exceeding customer expectations.

Minimum Required Skills:

·         Possession of 7 63 24 4 Licenses

·         Education or Training Equivalent to BA/BS, preferably in business administration, finance or related field.

·         Excellent verbal and written communication skills

·         Ability to resolve issues promptly in a dynamic environment

·         Complete understanding of the securities industry, including equity and option trading, and a thorough understanding of advanced product information

·         Ability to exercise sound judgment and independent decision making skills • Positive and professional attitude

·         Ability to work flexible shift assignments.

·         Ability to develop and maintain business relationships

Minimum Required Education, Certification, Training:

·         Series 7, 63 , 24 and 4 Licenses

·         BS / BA Degree or equivalent combination of education, training and experience with an emphasis on Finance, Business and/or Economics

·         Call center environment experience

·         Minimum of 2 year experience within the industry