Brokerage Support Manager
Core
Manage and develop a team of Customer Service Representatives providing low to moderately complex support, while resolving escalated inquiries and ensuring compliance with risk control standards.
Role type
Senior IC Customer Service Manager (Brokerage/Financial Services)
Builds
Customer service operations and productivity standards for brokerage clients
Domain
Financial Services / Brokerage
Required skills
Team leadership, stakeholder management, risk control development, regulatory compliance interpretation, resource allocation, talent development, conflict resolution
Preferred skills
Brokerage operations experience, data analytics for exception reporting, SEC/FINRA regulatory knowledge, analytical problem-solving
Technologies
Data analytics platforms for exception reporting and account monitoring
Responsibilities
Manage and develop a team of Customer Service Representatives; Identify and recommend products for customer service and productivity standards; Make decisions and resolve issues regarding escalated customer inquiries; Interpret and develop standards and goals for customer service; Collaborate with internal partners and relationship managers; Manage allocation of people and financial resources; Mentor and guide talent development of direct reports
Seniority
Senior, hands-on IC with leadership responsibilities