Service Experience Lead (Hybrid) – Financial Services

Cetera Financial Group; Dallas (TX); Hybrid; USD 38,572 - 52,348; Full time

Benefits offered by this job

Inclusive health, dental, vision, and life insurance

20+ days of paid time off

401(k) Savings plan with a company contribution

Paid parental leave

Mental health benefits

Job summary

A financial services company in Dallas is seeking a Service Experience Team Lead to provide operational support and ensure world-class customer service. In this hybrid role, the ideal candidate will support Level-1 associates, resolve conflicts, and coach team members, with a focus on processing financial transactions and account management. Prior experience in financial services is essential, along with strong communication and leadership skills. Competitive compensation and benefits are offered.

Qualifications

• 4 years of related experience in financial services or call center.
• Familiarity with various types of accounts and documentation requirements.
• Interest in coaching and developing skills in others.

Responsibilities

• Support Level-1 associates and resolve conflicts.
• Coach team members on achieving goals.
• Handle escalated cases and manage account information.

Skills

Familiar with Annuities

Friendly demeanor

Work well under pressure

Processing financial transactions

Effective written and verbal communication

Education

High School diploma or equivalent

Tools

Salesforce

Netx360

AdviceWorks

Job description

A financial services company in Dallas is seeking a Service Experience Team Lead to provide operational support and ensure world-class customer service. In this hybrid role, the ideal candidate will support Level-1 associates, resolve conflicts, and coach team members, with a focus on processing financial transactions and account management. Prior experience in financial services is essential, along with strong communication and leadership skills. Competitive compensation and benefits are offered.