Customer Experience Team Lead, RHM Executive Office
Core
Lead a team of customer experience specialists in a regulated financial environment, handling complex complaints, escalations, and investigations while ensuring adherence to quality and regulatory standards.
Role type
Senior IC Customer Experience Team Lead (Financial Services)
Builds
High-quality customer resolutions and operational excellence in a wealth management/financial services context
Domain
Financial Services / Wealth Management
Deliverable
client delivery
Required skills
Complex case investigation, regulatory compliance, technical coaching, stakeholder management, operational monitoring, conflict resolution, process improvement, prioritization, cross-functional collaboration
Preferred skills
FINRA Series 7, 63, 9/10, or 24 licenses, Series 3 within 120 days
Technologies
Case management systems, financial regulatory frameworks
Responsibilities
Provide hands-on coaching and guidance on complex customer complaints and escalations; Monitor case queues and ensure resolution within service-level and regulatory timelines; Partner with Compliance and Legal on high-risk situations; Lead by example by managing complex cases during peak volume; Identify opportunities to improve team performance and processes
Seniority
Senior, hands-on IC with team leadership