Service Center Supervisor (Brokerage)

Location
St. Louis, Missouri
Posted
June 28 2017
Ref
R0002796
Industry
Securities

JOB DESCRIPTION


The main purpose of this position is to supervise and provide direction for the day-to-day activities of Service Center associates; including broker trainees, brokers, senior brokers and non-licensed customer service representatives.

ESSENTIAL FUNCTIONS: 

  • Oversee department workflow and provide guidance to associates on departmental projects/issues. Route resources appropriately to meet workflow demand and achieve Service Center SLA's.
  • Assist team members with problem solving as needed; promptly accept escalated customer concerns and staff the management queue. Respond timely to complaints or concerns from customers and Scottrade departments.  Coordinate the process of response and approve supervisory e-mails.
  • Participate in department and corporate projects and support Service Center endeavors as needed. 
  • Assist with documentation and maintenance of departmental best practices and procedures.
  • Provide guidance and coaching, develop training plans, write and deliver performance reviews, and answer day-to-day questions for team members. 
  • Communicate decisions, priorities and relevant project information to team members.
  • Track, compile and report KPIs.
  • Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Extensive knowledge of back office operations in securities industry.
  • Ability to resolve customer service and associate issues by effectively prioritizing and evaluating information to identify key issues and solutions.
  • Demonstrated ability to provide leadership and maintain professionalism.
  • Excellent customer service skills.     
  • Working knowledge of multi-channel contact center operations.
  • Ability to utilize brokerage and banking systems and applications to support customer inquiries.
  • Ability to perform all duties and responsibilities of a Financial Service Representative on a daily basis.
  • Ability to handle information and findings in a confidential manner. Confidentiality agreement for banking specific information and transactions may be required.
  • Self-starter with strong decision making abilities and the ability to develop/coach team members.
  • Proven track record of achieving results through collaboration and teamwork.
  • Ability to effectively communicate with all levels of the organization, clearly expressing ideas and concepts both verbally and in writing to effectively handle sensitive issues.
  • Strong prioritization skills and the ability to handle multiple job duties in a fast paced environment.
  • Flexible schedule.
  • Ability to travel 5-10%; as needed.
  • Intermediate level proficiency with Microsoft Word, Excel, and Outlook.
  • Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by having a positive attitude.

MINIMUM EDUCATION & EXPERIENCE:

  • Bachelor's Degree in Business, Finance, or a related field, or equivalent combination of education and experience preferred.
  • 3+ years discount broker experience and proficient as a Stockbroker in the discount industry required.
  • 3+ years of customer service/call center experience in the financial services industry required.

LICENSE & CERTIFICATION REQUIREMENT(S)

Clean U4 securities record required - FINRA, Series 24 required or ability to obtain within 3 months of assuming position - FINRA, Series 63 required - FINRA, Series 7 required - FINRA

Scottrade, Inc., an equal opportunity employer, is committed to inclusion and a diverse workforce.-