Senior Customer Resolution Manager

Job description

Key Responsibilities and Duties Reviews customer needs to determine best course of action Tasked with thoroughly researching the customer needs presented (i.e., reviewing records of participant interactions by phone and/or mail). Collaborates with variety of departments (i.e, legal, payment operations, IT) to determine best course of action Ensures that all customer needs have been properly documented in accordance with enterprise policy Proactively review available reporting for any account or transaction errors Identifies and recommends internal process improvements to management Manages more complex customer needs and instances where higher dollar amounts and risk are involved. Coaches junior-level staff. ​ Educational Requirements: University (Degree) Preferred: Work Experience: 5+ Years Required; 7+ Years Preferred Physical Requirements: Physical Requirements: Sedentary Work: Career Level: 8IC: Required Skills: 5 years of comparable experience in customer service or financial services Position requires FINRA registrations, Series 6 or 7 & Series 63 Position requires to have resident state insurance licensing. Must comply with all regulatory requirements and remain in good stan...