Senior Manager, Financial Client Service

Empower; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Empower is seeking a Senior Manager Client Service to lead a team of inbound call center representatives serving Empower's retail account owners and to foster a culture of customer success.

You will coach and mentor associates to deliver on-the-call solutions aligned with each customer's financial needs and industry regulations.

The role requires English fluency, FINRA Series 7/24/63, and 10+ years in customer service with 3–5 years in supervision.

Qualifications

• 10+ years customer service experience, preferably in financial industry.
• 3–5 years supervisory experience in a call center.
• Excellent organization, prioritization and planning skills.
• Strong communication skills and fluency in English.
• FINRA Series 7/24/63 and fingerprinting required.

Responsibilities

• Lead a team of inbound call center representatives.
• Meet or exceed call center statistical and quality goals.
• Drive operational excellence by evaluating processes and adopting efficiencies.
• Collaborate across teams to ensure customer success and firm results.
• Handle escalated issues from associates and clients.

Skills

Customer service leadership

Team supervision

English fluency

Communication

Organizational skills

Tools

Salesforce

Recordkeeping system

Job description

Empower is seeking a Senior Manager Client Service to lead a team of inbound call center representatives serving Empower's retail account owners and to foster a culture of customer success.

You will coach and mentor associates to deliver on-the-call solutions aligned with each customer's financial needs and industry regulations.

The role requires English fluency, FINRA Series 7/24/63, and 10+ years in customer service with 3–5 years in supervision.