Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues
Provide coaching to representatives and feedback to managers
Track and Review data and report trends to management.
May act as subject matter expert on line of business initiatives or projects.
May provide guidance to less experienced staff
May act as a Peer coach or as a liaison for higher revenue clients
Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
May provide written correspondence and email processing support
May assist in taking incoming calls from Shareowners during peak times

4-5 years of Contact Center experience in the Shareowner Relations Call Center
2 years of experience in Equity Plans and Employee Stock Purchase Plan preferred
Previous experience mentoring or coaching associates
High motivation with ability to successfully meet individual and team goals
Financial services experience
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Solid troubleshooting and resolution skill
Customer service focus with the ability to balance needs of clients, shareholders, and team members.

Customer Care Lead

Key skills