Escalations Manager - Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

TASQ Staffing Solutions is seeking an Escalations Manager to lead a team on-site in Taguig. This role focuses on complex customer, investor disputes, and FINRA-related escalations within financial services, requiring strong leadership and regulatory knowledge.

The position is night shift with 4 days onsite and 1 day remote, reporting to the leadership team. The ideal candidate holds a Bachelor's degree, has FINRA licensing, and has a track record of improving service standards while managing

Qualifications

• At least 6+ years in customer- or investor-facing disputes or fraud resolution.
• 2+ years of leadership as a manager or 5 years as supervisor.
• Must have handled at least 20 headcount (HC).
• FINRA Series 7 examinations or equivalents required for immediate registration.

Responsibilities

• Manage and develop a team to handle complex customer service tasks and create initiatives and programs.
• Engage internal partners in the Escalations area.
• Identify opportunities for process improvement and service standards.
• Resolve internal and external client complaints.
• Interpret Escalations policies to meet business objectives.
• Collaborate with first-line supervisors and Escalations team.
• Interact with customers to resolve inquiries and complaints.
• Manage allocation of people and financial resources for the area.
• Mentor and guide talent development and assist in hiring.

Skills

Leadership experience

Customer-facing

Disputes handling

Fraud resolution

Education

Bachelor's degree

Tools

FINRA Series 7

FINRA licenses (Series 24 / 9C-10)

Job description

About the job Escalations Manager - Taguig

TASQ is looking for an escalations manager to work on-site in Taguig.

Schedule: Nightshift

Work Setup: 4 onsite/1 day remote

Location: BGC - 5NEO

The prescreening interview will be done over the phone.

Required Qualifications:

At least 6+ years of customer- or Investor-facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

2+ years of leadership experience as a manager or 5 years as supervisor

Must have handled at least 20 HC

Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

Candidate must be a Bachelor's Degree Holder or higher

Amenable to report onsite and on evening shift

Must have at least 5 years of Leadership experience

FINRA License Series 24 OR Series 9C10

Escalations Manager Registered (FINRA License Series 24 or Series G s 10)

In this role, you will:

Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives

Engage internal partners associated with the Escalations functional area

Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area

Make decisions and resolve issues regarding internal and external client complaints

Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives

Collaborate with Escalations team and first-line supervisors

Interact directly with internal and external customers to resolve their inquiries and complaints

Manage allocation of people and financial resources for aligned functional area or business group

Mentor and guide talent development of direct reports and assist in hiring talent

Job Expectations:

Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. FINRA Series 24 examinations, or equivalent, must be completed within either a 90- or 180-day time period following commencement of employment, depending upon the number of license(s) needed, if not immediately available to transfer upon hire. FINRA-recognized equivalents will be accepted. This will be communicated at the time of offer acceptance. Compliance with state law

Registration and licensing requirements are mandatory. In addition to state r egistration and licensing requirements, specific product licenses, or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required