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
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
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