Team Lead – Virtual Advisor - Service

Team Lead – Virtual Advisor – Service

Registrations: SIE, Series 7, and Series 66 (or 63 AND 65)
1 year of experience in a financial call center and / or client relationship management
Extensive knowledge of advanced product information and the ability to make independent and good judgement decisions

Demonstrate leadership within decision making and communications
Utilize independent decision-making to research and resolve more complex and difficult issues
Handle and resolve escalations
Respond to inquiries on team related issues
Monitor and coach job performance for quality interactions and appropriate production
Coaching for inbound and outbound interactions, core behaviors and metrics
Assist in the management of the business in the contact center environment
Provide direct supervisor with input into the review process
Involved in identifying and targeting areas in need of improvement and creating workable solutions to problems. May be involved in proposal writing and development.
Must be flexible to a dynamic environment of fluctuating business needs

9/10 strongly preferred and required for further advancement in leadership
Proven ability to develop and execute a comprehensive team business plan focused on growth, retention, and driving revenue
Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters
Exhibit initiative in expanding knowledge across our business and participating in departmental projects to help provide the best client experience
Personal commitment to setting and accomplishing goals
Displays trust-worthy attributes
See all projects/client inquiries through to completion – taking ownership
Demonstrates self-confidence and the ability to maintain composure in difficult situations
Promote teamwork and understand which decisions can be made independently and which involves collaboration with others
Outstanding oral and written communication skills