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Fidelity Bank · 2 months ago

Team Lead, Advisor Experience

Westlake, TX

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Fidelity Bank is a leading financial services company dedicated to enhancing the financial well-being of its clients. The Team Lead of the Advisor Experience team is responsible for providing exceptional service to ultra-high net worth donors and advisory firms, facilitating philanthropic conversations and managing client relationships to ensure satisfaction and efficiency.

BankingBitcoinCustomer ServiceFinancial ServicesInsuranceWealth Management

No H1B

Responsibilities

Collaborating with internal Charitable business partners to fulfill special handling

Employing good sound judgment in decision making or problem resolution

Coordinate with management to implement expedited delivery requests

Ensure daily work meets accuracy standards and is completed in a timely manner

Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization

Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries

Maintain up-to-date procedures for those functions for which responsible

Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

Prepare team for upcoming service changes / initiatives (org readiness)

Review calls/emails for journals and wires over $1M for accuracy

Analyze caller surveys to identify and coach on poor surveys

Review team metrics daily

Facilitate Monthly scheduled coaching sessions with team members

Assist in maintaining call flows

Providing outstanding customer service via phones and email communication

Qualification

Customer service experienceMetrics managementLeadership experienceMS Office proficiencyProblem-solving skillsOrganizational skillsCustomer concern remediationMulti-taskingTeam collaborationTime management

Required

Bachelor's degree is required

Your proficient verbal and written communication skills required

Minimum 3 years of customer service experience; In a contact center environment is strongly preferred

Proven track record of metrics management

Your very best problem-solving skills with excellent follow through

Your strong organizational skills, planning and time management

You can collaborate in a team environment

You can navigate customer concern remediation

You can proficiently multi-task in a Windows based environment

You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate

Your flexibility for overtime as requested (especially December – Giving Season)