Sr. Manager, Licensed Customer Experience
Core
Lead, coach, and develop a team of licensed Investment Adviser Representatives (IARs) to deliver exceptional customer experience for high-net-worth clients ($100k+ net worth) via chat, email, and phone.
Role type
Senior Manager, Licensed Customer Experience (People Management)
Builds
White-glove support layer for high-balance retail investors and investment advisors
Domain
Financial Services / Wealth Management / Customer Experience
Deliverable
client delivery
Required skills
People management, FINRA Series 65 or equivalent (Series 66, CFP®), coaching and performance management, metric-driven operations (SLAs, CSAT/NPS, QA), CRM and telephony platforms, cross-functional collaboration
Preferred skills
Experience leading customer-facing teams in financial services or licensed environments
Technologies
Zendesk, Salesforce, CCaaS platforms
Responsibilities
Lead and coach a team of ~10 licensed representatives; own team performance metrics and operational KPIs; manage day-to-day support operations including staffing and scheduling; monitor client interactions via QA programs; use data dashboards to drive business decisions; serve as escalation point for complex client conversations; collaborate with CX, Compliance, Product, and CFP® teams
Seniority
Senior, hands-on IC with people management focus
