Team Lead (Fintech)

TL;DR

Team Lead (Fintech): Leading and managing a team of customer service representatives, coaching and developing team members, and providing excellent customer service to consumers. Focus on improving business processes, resource utilization, and ensuring service level targets are achieved.

Location: Must be located in Richardson, Texas

Company

hirify.global is a leading global investment banking, securities and investment management firm.

What you will do

• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real-time environment by conducting bi-weekly one-on-ones, staff meetings, and providing on-the-spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor.
• Monitor calls and work closely with business partners to manage the professional and personal development of operations team members.
• Provide hands-on assistance to team members and serve as an escalation point for customer issues and complaints.
• Drive initiatives, recommend improvements in business processes, and ensure optimal resource utilization and audit-compliant administrative processes.

Requirements

• Three plus years of customer service management/service-oriented leadership experience.
• High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred.
• Strong understanding of customer service experience.
• Must be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
• Experience working with high net-worth customers.

Culture & Benefits

• Committed to fostering and advancing diversity and inclusion.
• Opportunities for professional and personal growth through training and development.
• Benefits, wellness, and personal finance offerings.
• Mindfulness programs.