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Apogem Capital · 1 day ago

Corporate Vice President, Research and Resolution Team

Dallas, TX

Full-time

Hybrid

Mid Level

$104K/yr - $150K/yr

3+ years exp

Apogem Capital is a company that supports the Service Experience Value Stream through complaint review for various products. The Corporate Vice President will lead the Research and Resolution team, oversee escalations, and ensure operational excellence while enhancing customer experience through effective team and process management.

Financial Services

Responsibilities

Develop and execute strategies for complaint resolution, research and resolution accuracy, and in-force illustration processes

Align departmental objectives with corporate goals to drive efficiency and customer satisfaction

Lead cross-functional teams responsible for complaints, escalations, research and resolution, and illustration accuracy

Ensure compliance with regulatory requirements and internal policies

Oversee timely, comprehensive responses to all issues raised in complaints and escalations in alignment with OKRs

Champion a continuous improvement culture; identify opportunities for automation and process optimization

Implement best practices to improve data integrity and cycle-time performance

Partner with senior leadership, Legal, Compliance, and Product teams to address systemic issues

Serve as liaison for escalated matters and regulatory inquiries

Lead quarterly leadership discussions on complaint and escalation results

Qualification

Complaint resolutionRegulatory complianceProcess improvementLeadershipSeries 6Microsoft applicationsEmpathyCommunication skillsActive listeningGrowth mindset

Required

Minimum 3 years of management experience, preferably in a call center or service environment

Must hold or obtain within one year a Series 6 or 7, and subsequently a Series 24 or 26

Proven ability to lead and motivate teams, set clear expectations, delegate effectively, and guide resolution of complex cases while fostering development opportunities

Strong communication skills with the ability to deliver clear executive summaries, explain findings to stakeholders, and translate complaint insights into compelling narratives

Demonstrated empathy in customer and agent interactions and active listening in evaluating complaint root causes

Strong institutional knowledge of products, service teams, and supporting functions, with proficiency in Microsoft applications including SharePoint

Ability to analyze complex situations, apply predictive analytics to identify trends and prevent escalations, and implement innovative resolution strategies using cross-functional partnership

Growth mindset with focus on understanding customer needs, influencing process enhancements, and leveraging industry and internal trends

Proven ability to lead large teams and drive cultural change

This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting