Customer Care Lead

Job Summary

A company is looking for a Customer Care Lead who will manage complex customer service issues and provide support to representatives.

Key Responsibilities

• Act as an escalation point for customer issues, providing coaching and feedback to representatives and management
• Track and analyze data to report trends and improve customer service
• Support Quality Assurance and Learning and Development teams, and assist with incoming calls during peak times

Required Qualifications and Education

• High school diploma or GED; Associate or Bachelor degree preferred
• Experience in call center, retail sales, or public-facing roles
• Minimum of 6 months as a Shareowner Services Representative with satisfactory performance
• Previous experience in financial services or securities operations is preferred
• Experience mentoring or coaching associates is a plus