The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Serve as a technical subject matter expert, providing guidance and coaching: on complex customer complaints, investigations, and escalations.
Develop team capabilities through hands-on coaching, case reviews, knowledge: sharing, and actionable feedback that strengthens quality, judgment, and resolution effectiveness.
Support daily operations by monitoring case queues, prioritizing: time-sensitive matters, and ensuring cases are assigned, progressed, and resolved within established service-level and regulatory timelines.
Provide guidance on sensitive or high-risk customer situations, partnering: with Compliance, Legal, and other internal teams to support appropriate resolution.
Monitor case quality, productivity, and operational trends, identifying: opportunities to improve team performance, processes, and the customer experience.
Partner with the Customer Experience Manager to reinforce operational: standards, drive accountability, and support continuous improvement initiatives.
What they're looking for
- Lead by example by directly managing complex customer cases and supporting: the team during periods of increased volume or operational need.
