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Position Summary:
The Centralized Support Lead role is responsible for providing support and coverage to the Centralized Support Team. The candidate will have a knowledge of consumer needs and the ability to offer products that enable financial stability and growth. They will serve as a subject matter expert to troubleshoot and resolve all operational support requests. They should have experience in proactively establishing and maintaining positive relationships with members and team members to deliver results.
Essential Duties and Responsibilities
- The Centralized Support Lead is fully competent in all areas of Retail Operations.
- Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss.
- Can autonomously make appropriate and effective policy decisions and exercise sound judgment when necessary.
- Handle escalated unresolved cases and coordinate responses within the designated service level.
- Coach Centralized Support Specialists to attain individual and team goals.
- Foster a positive and engaging work environment for team members.
- Advanced knowledge in specialized accounts and processes, i.e., IRA, DBA, Trust, POA, Deceased Accounts, and Consumer Lending processes.
- Review policies, procedures, and training in the context of regulatory requirements to ensure compliance.
- Performs other duties as assigned.
Qualifications and Experience
- High School Diploma or equivalent
- Associate degree or above preferred
- 4+ years of financial services experience or similar preferred
- Working knowledge of retail banking industry best practices
- Demonstrated leadership skills, inspire others and lead through influence
- Experience in managing multiple priorities independently and/or in a team environment to achieve goals
- Experience in member/customer service operations to include understanding of effective member/customer service philosophy
- Experience in responding effectively to highly sensitive, complex and/or urgent member/customer requests
- Experience in work that displays increasing levels of responsibility and/or authority
- Advanced organizational, planning, and time management skills
- Advanced skills in exercising initiative and using good judgment to make sound decisions
- Advanced verbal and written communication skills
- Effective skill in responding to requests regarding complex financial information/data
Job Requirements
- Must be able to stand or sit for prolonged periods.
- Must be able to remain in a stationary position 50% of the time.
- The person in this position needs to occasionally move about inside the office to access filing cabinets, office machinery, etc.
- Constantly operate a computer and other office productivity machineries, such as a calculator, copy machine, and computer printer.
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range (within a few feet of the observer).
- Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
For All Candidates
This is a Full-Time, Salary role.
Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you would like more information about your EEO rights as an applicant under the law, click here for English / Spanish.
Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email careers@wellbyfinancial.com or call 800-940-0708 for assistance.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
