Service Center Supervisor (Brokerage)

St. Louis, Missouri
June 28 2017


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.


  • 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.


  • 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.


  • 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.


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.-

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