CFFA Support Team Lead

We believe that helping our members with their financial planning at all stages of life is foundational to the work we do as a credit union. As Support Team Lead for Community First Financial Advisors, you will oversee and ensure the delivery of top-quality service to Financial Advisors while assisting a team of CFFA Investment Assistants and CFFA Investment Coordinators. The CFFA team is a tight-knit, collaborative group, and we’re looking for someone with not just a passion for investment products and services, but a heart for helping. If you’re looking to grow your career in investments (or continue a career you’ve already built), and you’re looking forward to working in a fast-paced, team-oriented environment that’s focused on putting the member’s needs first, we’d like to talk to you!

As CFFA Support Team Lead, you will:

• Lead, mentor, and inspire a team of service professionals, sharing your knowledge and experience to elevate individual and team performance.
• Partnering with the Program Manager, proactively identify, document and implement process/workflow improvements to enhance team efficiency and ensure the CFFA Support Team can consistently deliver on service, support, processing expectations.
• Monitor support team members’ service quality by establishing a service quality review process to assess employee’s demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures. Provide coaching, guidance, and development to improve or enhance performance of support team members’.
• Provide daily coaching, direction, and assistance to the support team to ensure their ability to meet and exceed service level standards and recommend corrective action to address performance issues.
• Serve as a point of contact via phone and email queues for escalated and complex processing and servicing items.
• Oversee the accurate and efficient execution of member service requests including new member onboarding, account opening, account maintenance, money movements, reporting, and other items. Ensure requests and trades are handled in accordance with FINRA, SEC, and broker/dealer rules and credit union regulations.
• Handle escalated service items by partnering team members, Advisors, third-party vendors, and various internal departments. Analyze root cause of issues to avoid reoccurrences.
• Support the onboarding and training of service elements for new financial advisors and support team members. Deliver ongoing updates and training as needed for existing team.

Ideal candidates will have a combination of:

• Bachelor's degree in a related field and five years of related work experience; or an equivalent combination of education and experience.
• Series 7 and 63/65 or 7 and 66 or willing to obtain within specified time period.
• Life, Health and Variable Annuity insurance license or willing to obtained within specified time period.
• Strong relationship management and support skills, in a service environment targeted towards enhancing the member experience.
• Thorough understanding of a member service environment is required.
• Exceptional organizational skills, as well as the ability to perform multiple tasks and demonstrate strong performance in a fast paced environment while adhering to specific time frames.
• Advanced working knowledge of brokerage and insurance products, terms, functions, suitability and compliance aspects.
• Proficiency in Microsoft Word, Outlook and possess Excel experience with strong PC skills.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Self-motivated and ability to work with minimal supervision.