Manager, Retirement Plans Contact Center at The Standard in Portland, OR
At The Standard, you'll join a team focused on putting our customers first. Our continued success is driven by a high-performance culture. We're looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what's right - across the company and in our local communities. We offer a caring culture where you can make a real difference, every day. Ready to reach your highest potential? Let's work together. As our Manager, Retirement Plans Contact Center at The Standard, you will be joining a stable, collaborative and customer focused team. In this role you will provide leadership and direction for the delivery of services and support to customers. What you'll do as a Manager Manages all facets of customer contact within the Retirement Plans Contact Center, including participating in the resolution of customer concerns and defining, developing, and managing to a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer. Develops customer service department procedures. Liaises between customers and business divisions to resolve inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Traits of a Successful Candidate In addition to hiring against the job responsibilities and requirements, our successful candidates clearly demonstrate the following key behaviors in their work:
Business Acumen:
Expert in your craft. Readily share your retirement plans industry expertise, leveraging your proven track record. Resourceful:
Self-starter. Utilizes creative, critical thinking to analyze and resolve problems, processes, or support requests. Solution Oriented:
Delivers optimal solutions to customers in every interaction. Customer Focused:
Consistently and tenaciously models superior customer focus with appropriate sense of urgency. Collaborator:
Works cooperatively to build and strengthen relationships, internally and externally. Coachable:
Self-aware and open to the opportunity to continually get better. The Background You'll Need Education:
Bachelor's degree preferred or the equivalent combination of education and/or relevant experience required
Experience:
Minimum 5 years' experience in a Contact Center environment. Management
Experience:
Minimum 2 years acting in a management role. Professional Certification Required:
You will be required to transfer or obtain the FINRA SIE, a Series 6 and Series 26, with Series 63 where applicable within 90 days of your date of hire. These licenses are required as part of your position. If you do not already hold these licenses, it is our expectation that this process be initiated immediately after your date of hire. What You'll Get From Us Strong, competitive compensation and benefits package. A caring culture invested in the personal & professional growth and development of each team member. Everyday, we show up with a drive to act with compassion, deepen trust and inspire success. Giving back is part of our DNA. We work with employees to find ways to make a difference and support our communities through corporate giving and grants. Location This position can be located remotely within the USA. #LinkedIn-Remote
Salary Range:
$80K -- $150K
Minimum Qualification
Investments, HR Compensation & BenefitsEstimated Salary: $20 to $28 per hour based on qualifications.
Business Acumen:
Expert in your craft. Readily share your retirement plans industry expertise, leveraging your proven track record. Resourceful:
Self-starter. Utilizes creative, critical thinking to analyze and resolve problems, processes, or support requests. Solution Oriented:
Delivers optimal solutions to customers in every interaction. Customer Focused:
Consistently and tenaciously models superior customer focus with appropriate sense of urgency. Collaborator:
Works cooperatively to build and strengthen relationships, internally and externally. Coachable:
Self-aware and open to the opportunity to continually get better. The Background You'll Need Education:
Bachelor's degree preferred or the equivalent combination of education and/or relevant experience required
Experience:
Minimum 5 years' experience in a Contact Center environment. Management
Experience:
Minimum 2 years acting in a management role. Professional Certification Required:
You will be required to transfer or obtain the FINRA SIE, a Series 6 and Series 26, with Series 63 where applicable within 90 days of your date of hire. These licenses are required as part of your position. If you do not already hold these licenses, it is our expectation that this process be initiated immediately after your date of hire. What You'll Get From Us Strong, competitive compensation and benefits package. A caring culture invested in the personal & professional growth and development of each team member. Everyday, we show up with a drive to act with compassion, deepen trust and inspire success. Giving back is part of our DNA. We work with employees to find ways to make a difference and support our communities through corporate giving and grants. Location This position can be located remotely within the USA. #LinkedIn-Remote
Salary Range:
$80K -- $150K
Minimum Qualification
Investments, HR Compensation & BenefitsEstimated Salary: $20 to $28 per hour based on qualifications.
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