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Manager Brokerage Advisory Call Center Job

Job Location:
Raleigh, NC
Metro Area:
NC - Raleigh - Durham
Company Name: First Citizens Bank
Website:  Click to Visit
First Citizens Bank
Manager Brokerage Advisory Call Center
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Job ID #: 29166
Location: NC-Raleigh
Functional Area: Wealth Management - Sales
Employment Type: Full-Time Exempt
Education Required: High School Diploma
Experience Required: 10 or more years
Days and Hours: Mon - Fri 8 am - 5 pm
Physical Address: 100 E. Tryon Road, Raleigh. NC
Department Name: Investor Services

Position Description

Department-wide management of the Brokerage Advisory Call Center (BACC) supervising the advisory personnel and managing daily operations. Providing on-going leadership, coaching and educational training to the front line team. Coordinate and manage implementation of major initiatives ensuring client service targets are met at a high level. Lead initiatives for client service, risk mitigation, operational quality and continuous improvement and lead cross-sales initiatives. Manage to call volume and client service needs by leveraging all management tools and technologies.

Principal Accountabilities:
Manage all front-line team members in the Brokerage Advisory Call Center to include, interviewing and hiring new associates, monitoring and coaching ongoing performance, facilitating professional development, completing review requirements and managing performance issues as needed to ensure associates meet or exceed minimum department expectations. Partner to develop individual and team goals for growth, efficiency and improvement of the individual and department. Develop effective service concepts to ensure the areas are meet or exceed established departmental goals, while maintaining compliance to brokerage policies and guidelines.
Assure operational soundness and mitigate risk by ensuring direct and indirect reports adhere to regulations and brokerage policies, provide timely problem resolutions, support initiatives and regulatory changes, and preparing team members to provide appropriate level of support to customers, both internal and external.
Develops brokerage associates to enhance the department bench strengths. Increase cross departmental functionality to enhance resource usage and decrease resource down time.
Represent the Brokerage Advisory Call Center (BACC) in projects, design and implementation of technological change. Support bank-wide wealth-wide initiatives, direct education and communications efforts, manage and support acquisitions/growth of the team and businesses.
Monitor and analyze various management information reports to identify problem areas, ways to improve resource allocation and ensure proper implementation of strategic plans.

Position Requirements

Basic Qualifications:
Bachelor degree with a minimum of 10 years of financial industry experience including 5 years call center management.
High School Diploma with a minimum of 14 years of financial industry experience including 5 years call center management
Licenses required are Series 7, 63, 65 (or 66), 24 and Insurance.
Certified Call Center Manager designation.

Requires an in-depth knowledge of brokerage sales, operations and compliance.
Strong understanding and knowledge of call center software applications.
Must possess excellent verbal and written communications skills.


First Citizens Bank is an equal opportunity employer that does not discriminate against applicants on the bases of race, color, religion, national origin, sex, age, disability, veteran or military status, sexual orientation, gender identity, genetic information, or any other legally protected status.

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