"Alerted.org

Key Responsibilities:

+ Conduct call evaluations to ensure compliance and service excellence.

+ Provide coaching and development to team members, fostering continuous improvement and skill growth.

+ Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards.

+ Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy.

+ Act as the final decision-maker in dispute resolution related to call evaluations.

+ Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed.

+ Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance.

+ Analyze complex issues, interpret data trends, and implement effective solutions.

+ Act as primary contact for escalated inquiries from associates, clients, and branch personnel.

+ Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members.

+ Direct workflows and support process improvements, including requirements gathering and testing.

+ Represent department on projects and lead cross-functional initiatives.

+ Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service.

+ Drive professional development through ongoing education and knowledge of industry best practices.

Knowledge of:

+ Operations and New Accounts systems.

+ Advanced customer operations and the financial industry.

+ Accounting concepts and principles.

+ Investment concepts, practices and procedures used in the securities industry and as required by New Accounts.

Preferred Skills & Qualifications

+ Familiarity with AI tools, quality monitoring systems, and customer management platforms to support business processes.

+ Demonstrated experience in quality assurance, call monitoring, coaching, or dispute resolution within customer service or financial services environments.

+ Strong analytical and critical thinking abilities to identify trends, interpret data, and recommend process improvements.

+ Proven ability to manage high-volume inquiries with accuracy, flexibility, and timely analytical responses.

+ Exceptional written and verbal communication skills for coaching, cross-functional collaboration, and engaging with associates, financial advisors, and branch personnel.

+ Leadership experience with the ability to guide teams and apply structured approaches to customer interactions that deliver positive experiences and identify sales opportunities.

+ Skilled in resolving operational issues, analyzing processes, and driving continuous improvement initiatives.

+ Strong organizational skills with the ability to plan, prioritize, and execute work in a fast-paced environment while ensuring compliance with policies and procedures.

+ Numerical aptitude and problem-solving skills to address complex issues and interpret data trends effectively.