**Responsibilities** : + Act as a business partner to important internal customers and manage relationships with them, while taking guidance from senior colleagues. + Make authoritative recommendations that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. + Write and edit material for various target populations, tailoring the tone and content to match the needs and expectations of each audience. + Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. + Uncover emerging issues or needs, identifying potential causes, barriers, and key stakeholders, as well as related issues. + Identify and evaluate complex, expertise-led solutions against a range of criteria to find the ones that best meet business needs. + Manage relationships with small clients while also helping senior colleagues manage relationships with larger key clients and customers. + Provide specialist advice on the interpretation and application of policies and procedures, resolving complex or contentious queries and issues and enabling others to take appropriate actions. + Roles at this level are typically experienced professionals and/or operational line managers who are interpreting and applying policy to achieve specified outputs or advising the wider business on application of policy. - Operational implementation; optimize + Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media. + Monitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization's policies and relevant regulatory codes and codes of conduct. **Skills** : + Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. + Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. + Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. + Acts as the organization's authority and established expert on understanding and using standard office equipment and standard software packages to support business processes. + Acts as the organizational authority and established expert on analyzing data trends for use in reports to help guide decision making. + Uses comprehensive knowledge and skills to act independently while guiding and training others to orient the seller's organization around delivering to the key needs of their customers. + Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements. + Works at an advanced level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works independently and provides guidance. + Uses comprehensive knowledge and skills to act independently while guiding and training others to uncover clients’ explicit needs and/or unforeseen opportunities and challenges. + Works at an advanced level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance. + Acts as the organizational authority and established expert on acquiring, organizing, protecting and processing data to fulfill business objectives. + Works at an advanced level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works independently and provides guidance. + Works at an advanced level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works independently and provides guidance. + Uses a comprehensive understanding of numerical concepts to perform mathematical operations such as report analysis independently while providing guidance and training to others. + Uses comprehensive knowledge and skills to communicate with other people independently while providing guidance and training to others on speaking in a clear, concise and compelling manner. + Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on analyzing data from multiple sources to draw appropriate conclusions and make suitable recommendations. **Licenses/Certifications:** + **SIE required** (prior to start) _provided that an exemption or grandfathering cannot be applied._ + **Series 7 License** **required.**