Manager - Invest Client Services - 2Nd Shift

General information

Career area

Customer Care

Work Location(s)

2911 Lake Vista Drive, TX, 601 S. Tryon Street, NC

Remote?

No

Ref #

17853

Posted Date

Monday, July 1, 2024

Working time

Full time

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You're constantly evolving, so shouldn't your opportunities be, too?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

This position is a part of our Client Service team and is responsible for Supervising, Monitoring and Managing the service desk, providing exceptional customer service to our clients in matters dealing with trading and account maintenance. Exceptional Customer Service, Relationship Building, Communication and Writing skills are essential in this role. This role will also manage between 20-30 employees providing oversight and guidance in all aspects of supporting the client. The scope of expertise will run the full spectrum of overseeing brokerage accounts and mentoring/training employees. This role will be responsible for resolving escalated client issues at a moment's notice and helping to resolve complaints. This role will work closely with Compliance to assist that department on special projects as well as providing input for quality improvements. Work hours for this role are 1:30pm - 10:00pm EST.

The Work Itself

• Support the Client Service Director with strategic direction of various operational projects.

• Supervise and perform a variety of operations functions following pre-established supervisory procedures.

• Ensure accurate record keeping in order to keep the firm compliant, work closely with Compliance team to research and resolve FINRA and clients complaints.

• Remain current on internal work processes, procedures, and product knowledge.

• Field and respond to clients inquiries and issues via phone calls, emails, and faxes and with the highest level of customer service and integrity.

• Facilitate execution of client orders, resolving complex customer trading issues.

• Provides mentoring or guidance for team members and assists with training.

• Provides quality service and effective and efficient operations support the assigned areas internal business partners and/or external customers and clients.

• Ability to work with brokerage desktop applications.

• Field client contacts and provide exceptional customer service to all clients.

• Monitor and Supervise all service channels.

• Assist representatives in problem resolution in real time.

• Monitor service channels for accuracy and quality assurance in real time.

• Work with QA manager for ongoing QA development.

• Identify areas to improve operational efficiencies and product enhancements.

• Manage schedules and employees to ensure customers are supported.

• Review and sign off on all assigned daily work.

The Skills You Bring

• FINRA Series 7 & 63 required

• Ability to have/or obtain 24 license after 120 days.

• 5+ years of prior investment or operations related experience.

• Bachelor's Degree preferred.

• Solid understanding and exposure to financial service/trading industry.

• Solid understanding of trading platforms and tools.

• Experience with Microsoft Office Suite (Word, Excel, Outlook, Power Point) and Internet.

• Solid relationship building and ability to deal with internal/external resources.

• Able to work independently and with a team to handle all issues while working under strict time constraints.

• Able to work in high-pressure environment with strict SLAs and deadlines.

• Detail and results oriented and able to prioritize tasks in a multi-task environment.

• Experience in leveraging organizational skills to support client needs, focusing on execution, accuracy and efficiency.

• Strong communicator who can effectively process constructive feedback while always keeping the corporate and end user goals in mind.

• Excellent oral and written communication with strong emphasis on grammar and strong desire to provide an exceptional customer experience.

• Able to exercise independent thought and judgment and adapt to new tasks with little notice.

• Must be confident and highly credible via e-chats, email, over the phone and in person.

• Strong interpersonal skills are required.

• Knowledge or experience working in financial services and/or other regulated environment is a plus.

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date)

• Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.

• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.

• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.

• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

• To view more detailed information about Ally's Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Emerging

90000

Experienced

107500

Expert

125000

Incentive Compensation: This position is eligible to participate in our annual incentive plan.