Ascensus is the largest independent retirement and college savings services provider in the United States, helping over 7 million Americans save for the
future. Our College Savings division, has an exceptional opportunity for a seasoned call center leader to be responsible for the development, oversight and execution of all call center functions servicing multiple 529 College Savings
and 529A ABLE plans.
Successful candidates should have demonstrated experience supervising a large group of associates, team leads and managers across multiple geographical locations by demonstrating a strong balance of financial industry
knowledge and leadership abilities. In addition, have: a solid understanding of software applications used to support a call center is critical to participating in the strategic direction of these teams and collaboration with peers; demonstrated technical
aptitude is critical in this role as the leader must be able to understand staffing models and align resources during peak volume seasons and unexpected changes in the workflow or vendor confidence; and the ability to be flexible and agile in thinking and
acting is critical to achieving quality and timeliness in service levels mandated by partners and clients.
Essential Duties and Responsibilities:
Oversee all call center operations
Ensure timeliness service
levels are achieved through appropriate staffing levels
Meet quality service levels through monitoring and ongoing coaching
Provide daily feedback and coach direct reports in leadership and management of the daily business needs
Continually analyze and manage responses to volumes, workflow and resource allocation
Communicate with key business partners and clients on needs and issues
Ensure compliance with all organizational regulations and initiatives
Use data analytics to study performance and define state of the industry metrics while driving teams to meet those goals
Ensure the appropriate Key Performance Indicators exist at all levels and that the supporting processes are in
place to ensure best in class results are achieved on a consistent basis.
Develop and manage organizational budgets, manage team to achieve financial targets, and identify/implement cost-saving initiatives aligned with strategic priorities
Have a keen aptitude for technology, and work with our technology teams to evolve our roadmaps and adopt new tools for improving efficiency and quality.
Identify and support training initiatives that enhance performance across teams in
line with overall business goals and objectives
Provide mentoring to leadership in all facets of the client service roles with a focus on leadership development
Partner with VP of Client Services and peers in creating and managing a
strategic plan for all areas of the operation; recommend proactive improvements with a budget conscious viewpoint
Facilitate and participate in calls with partners; develop and maintain internal and external relationships across the
Periodically oversee and assist with other functions and staffing needs for other areas
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized
access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be
visible in your actions on a day to day basis showing your support of our organizational culture.
Bachelor's degree with 10 years professional experience
Minimum 7 years'
experience in the financial services industry
5+ years of supervisory experience in the financial industry with experience in call centers and/or transfer agency staff
Knowledge of workforce management software
obtain necessary financial series supervisory licenses if not already held, within 6 months of hire (FINRA 6 and 26 or FINRA 7 and 24)
Flexibility throughout the year with a focus on peak seasons
Prior project management and/or process
Demonstrated technical expertise
Strong analytical, problem solving and decision making skills are critical for success in this role
Detail oriented, self-motivated, ability to multitask and work well under
Knowledge of 529 savings plans preferred but not required
Travel required for professional development and business related needs
We are proud to be an EEO employer M/F/D/V.
Ascensus is a place to have a
career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and
welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.
Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race,
color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Ascensus also takes affirmative action to employ, and advance
in employment, qualified women, minorities, and covered veterans. Ascensus also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws