What are the responsibilities and job description for the Assistant Customer Service Manager position at Muriel Siebert & Co Inc?
Job Description
Job Description
Benefits :Assistant Customer Service Manager
Join an Elite Team - Be the Face of Excitement at Muriel Siebert & Co LLC
Embark on a thrilling career with Muriel Siebert & Co Inc., an esteemed Financial Services Company nestled in the heart of The World Financial Center in New York City. We are on the lookout for a dynamic and detail-oriented individual to join our exclusive Customer Service Success Team as an Assistant Customer Service Manager at our local branch office.
Why Join Siebert ? If you're not good but exceptional, if your personality matches your high performance and shines as bright as your potential - we want YOU at Muriel Siebert. We don't just hire staff - we curate and cultivate a team of top-tier individuals who bring excellence to every interaction. This isn't just a job; it's a gateway to a world of opportunities and growth.
Your Role : As an Assistant Manager in our Service Department, you will be the face of our organization - providing a world class level of excellent service to our discerning clientele. This role demands a self-starter with the initiative to problem solve, and address both clients and other team members concerns proactively. We seek an individual with more than just financial acumen - we are looking for someone with a friendly demeanor, an analytical outlook, and a proven track record of success in the world of Financial Services.
We are looking for an experienced Assistant Customer Service Manager to provide and support our Service Manager, the Service Team and the Operations Department. Your goal will be to keep the department operating efficiently; work with IT, Operations and Service to support business development. In addition, your role will be to support the Service Manager and to report on and improve quality and efficiency, reduce manual workload; and focus on standards in the service department which will help increase customer satisfaction, loyalty, and retention in an effort to meet client and firm expectations.
Responsibilities
- Improve customer service experience with improved workflows, processes, integration of new technologies, create and develop engaged customers and facilitate organic growth
- Analyze statistics and compile accurate reports
- Take ownership of customer and team issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Constantly catalog and develop new and improved service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industrys developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- When required worked with various sales representatives and advisors on specific tasks
- Work with other members of the firm's management team to develop and implement new processes.
- At least 3-5 years of service department experience in the financial services industry
- Series 7 Required. Series 24 License a plus (ultimately needed for growth but not required for initial role)
- Familiarity and knowledge regarding back-office systems related to both Fidelity / NFS and Broadridge / ADP a plus
- Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager in the financial service industry
- Experience in implementing new service procedures and improvement of procedures in various departments.
- Experience in providing customer service support
- Thorough knowledge of management methods and techniques
- Working knowledge of customer service software CRM, databases and tools including Microsoft office suite
- Awareness of industrys latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting, problem solving and multi-tasking skills
- Customer service orientation
- Bachelor's Degree Required
Report on and provide metrics to management regarding new implementations of improved service technologies and create a baseline for service metrics
Requirements, skills, and Knowledge Base
Knowledge of Hubspot CRM, Phone Integration and reporting, Service to sales lead generation (not required but wanted)
Benefits
Health, Dental and 401k Match
Competitive Time Off
Career Path, Brokerage License sponsorship (series 24 etc.)
Eligible Education Reimbursement
Additional Benefits
