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GWIM Registered Operations Team Leader 401(k) and Equity

Company: Bank of America
Location: Chandler
Posted on: August 7, 2022

Job Description:

Job Description:Description of Organization Managed:Supporting Merrill Lynch's Retirement & Personal Wealth Solutions group (RPWS), the Retirement & Benefits Contact Center is an in-bound call center that provides award-winning service retirement participants in Defined Contribution / 401(k), Defined Benefit / DB, AwardChoice / Stock Options, and Non Qualified plans. Additionally, the department develops and maintains relationships with institutional clients and plan sponsors in addition to RPWS, business, marketing, technology and finance partners.Key Responsibilities:Team Leads assist in leading a team of retirement and benefits contact center agents. They display an expert knowledge base of retirement and benefits system applications and handle elevated issues, exposure items, and follow up on complex inquiries.Closely monitor the team's Service Request Tracking cases so they are resolved within standard. Partner with Enterprise Contact Center Relations Group to monitor call volume and adequate staffing.Help ensure that the agents are meeting all client service deliverables.Provide first line of support by assisting agents in answering questions to assist customers, handle supervisor escalated calls and be a subject matter expert and coach to help improve agent performance.Manage tasks assigned from direct manager as a result of daily business demands or strategic initiatives/projectsInvestigate and resolve HR, accelerated, financial impact or time sensitive related issues.Scope of Responsibilities:Team Leads are responsible for assisting and leading their respective teams that consist of retirement and benefit agents that handle complex calls. They display an expert knowledge base of retirement and benefit system applications and can assist in monitoring call volumes and ensure adequate staffing to meet service level goals.Team Leads are responsible for identifying opportunities for improvement within their respective teams and/or the department and lead projects and department wide initiatives that focus on improving efficiency, productivity, and client satisfaction.Team Leads closely monitor the team's Service Request Tracking cases so they are resolved within standard and invest a majority of their time providing first line of support by assisting agents in answering questions to service participant & client requests, handling escalated supervisor calls and ensuring agents meet scheduled adherence and quality standards. Team Leads have full authority in decision making in the absence of a supervisor and ensure that agents are meeting all client deliverables.Specific Skills or Competencies Required:FINRA Series 7 & 63 or 66. Team Leads must demonstrate strong problem solving and decision making skills, have high service aptitude, be innovative thinkers who are detail and team-oriented, flexible and maintain a positive attitude.Required Skills:1 or more years of prior experience in a call center environmentSeries 7 and Series 63 licenses required or must be obtained within 240 days of hire. Series 66 qualifies in place of Series 63.Must have a proven record of effective communication and interpersonal skills.Demonstrate strong problem solving and decision making skillsHave a high service aptitudeInnovative thinkers who are detail and team-orientedMust be Flexible and maintain a positive attitudeDesired Skills:Bachelors DegreeRetirement Benefits (401(k)/Equity) product knowledgeShift:1st shift (United States of America)Hours Per Week: 40

Keywords: Bank of America, Chandler , GWIM Registered Operations Team Leader 401(k) and Equity, Accounting, Auditing , Chandler, Arizona

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