FINRA Licensed Senior Manager
Leading the execution and ongoing evolution of participant support across multiple service channels, the full-time remote FINRA Licensed Senior Manager will manage a team responsible for optimizing cross-channel efficiency and ensuring high-quality participant interactions while focusing on the adoption of live chat capabilities.
Key responsibilities
- Lead the execution and expansion of live chat services as a strategic participant engagement channel
- Drive cross-channel efficiency by aligning resources to meet fluctuating participant demand and service needs
- Monitor performance against service level agreements, productivity goals, and operational metrics while ensuring compliance with regulatory requirements
Required qualifications
- Bachelor's degree in Business or a related field preferred; 4 additional years of relevant financial services experience may substitute for a degree
- Minimum of 5 years of leadership experience in a contact center, participant services, or financial services environment
- FINRA Series 6, 63, and 26 licenses required
- Experience leading teams across multiple service channels, including phone, chat, and email
- Demonstrated ability to achieve or exceed performance and operational goals
