Wealth Management Customer Service Team Leader

Location: Bethlehem or Hudson Yards, United States; onsite role with 10% travel

Salary: $68,970–$113,310 per year, plus potential incentive compensation

Company

hirify.global provides insurance and wealth management services, supporting customers through contact center operations and Park Avenue Wealth Management.

What you will do

• Lead day-to-day contact center operations and serve as a point of contact for colleagues, business partners, and customer escalations.
• Coach, train, and develop frontline colleagues through call listening, feedback, performance reviews, and engagement activities.
• Drive strategic initiatives, continuous improvement, change management, and recruitment activities.
• Monitor schedule adherence, business performance, service quality, customer effort, and operational risks.
• Analyze root causes of escalations and implement service recovery or process improvements.
• Manage budgeted resources and performance objectives while collaborating with senior leadership.

Requirements

• 2–3 years of high-touch customer service or operations experience with strong retirement and/or wealth management knowledge.
• Excellent leadership, analytical, verbal, and written communication skills, with strong emotional intelligence.
• Ability to build trusted relationships, prioritize work, solve problems, and make independent decisions.
• Strong time management, organizational skills, accountability, and discretion.
• Ability to manage multiple business processes or functions simultaneously.
• Must be legally authorized to work in the United States without current or future employer sponsorship.

Nice to have

• Bachelor’s degree or relevant degree or work experience.
• Proficiency in Microsoft Word, Excel, PowerPoint, and OneNote.

Culture & Benefits

• Support for professional and personal goals through skill-building and leadership development.
• Philanthropic opportunities and an inclusive environment with diverse colleagues.
• Contemporary, supportive, flexible, and inclusive benefits and resources.
• Full-time employees are eligible for company benefits.