Manager, Customer Service

Job Description

JOB DESCRIPTION

How will your role impact First Command?

The Customer Service Manager reports to the Director of Customer Service and manages the day-to-day activities of the Customer Service Center (CSC). The CSC is the primary point of contact for field advisors and clients regarding all account administration. This position requires real-time decision-making based upon thorough knowledge of various business partners, products, and procedures. The manager will provide guidance and leadership to Customer Service Center representatives, clients, and field advisors through verbal and written communication. In addition the Customer Service Manager will coordinate with investment and insurance business partners for problem resolution. The position requires extensive knowledge of all First Command products to include multiple systems such as Pershing and business partner websites. 

What will you be doing? 

• Provide guidance and leadership to Customer Service Center representatives as well as advisors with client communications, problem resolution, prospectus interpretation, procedures, and collaborate with other departments within the company
• Set quality and performance standards, establish goals, and provide written and verbal feedback to representatives through phone observations, one-on-one meetings, disciplinary meetings, and performance reviews
• Responsible for staff development (hiring, training, coaching, mentoring, counseling, etc.)
• Manage the Customer Service Center standards by analyzing metrics; such as average speed of answer, first call resolution, abandon calls, available % and problem resolution times
• Develop, implement and adhere to a training program that will allow representatives to move through a defined career path
• Providing input to be utilized in determining appropriate staffing levels
• Leading actions focused on continuous service and process improvements to improve competitive positioning, client satisfaction, Rep satisfaction, productivity and processes
• Providing input for the development of best practices and the definition of service standards
• Utilizing leadership and negotiation skills to build partnerships and relationships across First Command
• Contribute to departmental strategy sessions
• Ensure Customer Service Center Representatives acquire and maintain all appropriate licensing, to include continuing education requirements

What skills/qualifications do you need? 

• BA/BS degree or higher in a related field or equivalent business experience is required
• Current and active Series 7, 63 or 66, & 24 licenses
• Three years of financial services experience preferred
• Previous management experience a plus
• A desire to lead, a passion for management, and a deep commitment to client service
• Proven track record of coaching and mentoring associates in a leadership capacity
• Strong customer service skills and excellent organizational skills with the ability to multi-task
• Exceptional analytical and trouble-shooting skills
• Exceptional coaching and team building skills
• Accountability and dependability
• Excellent communications and listening skills
• Self-directed and results oriented
• Demonstrated leadership, management and motivational skills
• Ability to lead and drive change
• Functional knowledge of Microsoft Office (Word/Excel/Outlook PowerPoint)

Disclaimer

The information of this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.

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JOB LOCATION

Fort Worth, Texas, United States

COMPANY LOCATION DESCRIPTION

Headquarters

POSITION TYPE

Full-Time/Regular