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Job Title: Customer Service - Team Lead
Job Location: NJ: Jersey City
Pay Rate: Open
Job Length: full time
Start Date: 2008-09-12

Company Name: E*TRADE Group
Contact: Human Resources
Phone: email only please
Fax: email only please

Description: Customer Service - Team Lead Location Jersey City, NJ, US Organization Name Etrade Financial Corporation Company Overview In 1983, the first online trade was placed using early E*TRADE technology. Today, E*TRADE FINANCIAL is a global financial leader, delivering value and innovation to millions of customers in more than 40 countries worldwide. We are looking for dynamic, highly energized risk-takers who are ready to join a fast-paced, world leader in the financial services industry. We move at the speed of the Internet. Our work culture fosters an incredible exposure to innovative ideas and challenges that create experience and opportunity. Many have risen through the organization to become industry leaders, in both the financial services world and in the community at large. E*TRADE is made up of some of the brightest and most talented people in the industry - are you ready to join the industry leader? Detailed Description Primary Purpose: Assist direct supervisor with daily duties including: handling and resolving escalations, monitoring and coaching associates on client interactions, reviewing associate job performance, and executing on delegated projects. Provide response primarily to advanced or difficult customer inquiries via phone and email regarding account information, procedures, systems and products. Utilize independent decision making skills to resolve issues, identify areas for process improvement and department improvement Duties and Responsibilities: . Demonstrate leadership within the group on a daily basis. . Utilizing independent decision making to research and resolve more complex and difficult issues. . Handle and Resolve Escalations. . Respond to inquiries on team related issues. . Monitor and Coach job performance for quality interactions and appropriate production . Instill sales mentality into team and motivate for specific focus. . Coaching for inbound and outbound sales, acquisition and retention . Execute on delegated projects and Develop as determined . Provide direct supervisor with input into the review process . Involved in identifying and targeting areas in need of improvement and creating workable solutions to problems. May be involved in proposal writing and development. . Communicate and promote the ideals of the E*TRADE Group. . Must be flexible to a dynamic environment of fluctuating business needs. Knowledge and Skill: . Demonstrated leadership abilities. . Demonstrated initiative in gaining knowledge and participating in departmental projects. . Demonstrates excellence and "above and beyond" customer service attitude consistently in each customer service contact. . Outstanding oral and written communication skills. . Detailed understanding of the securities industry including equity and option trading. . Complete understanding of E*TRADE policies and procedures. . Outstanding problem resolution and training skills. . Computer literacy including: familiarity with online services, PC skills: familiarity with Microsoft Windows environment: Word and Excel, Lotus. Ability to troubleshoot basic to advanced technical problems. Authority to Act, Decision Making and Principle Challenges: The work is accomplished under the limited direction of a direct supervisor in Power E*TRADE/Active Trader. This position has three main duties. The Team Lead is to respond to associate and customer inquiries, issues and escalations. The position also requires coaching, mentoring, training and motivating of those associates for team responsibilities. Finally, the Team Lead is to assist in the management of the team and department by working on various projects. The Team Lead has the authority to handle and resolve customer escalations independently. Principle challenge is to proactively assist in both department and team development while meeting/exceeding customer expectations. Contacts: Internal: Operations staff is regularly consulted in the process of problem resolution. Interaction with other associates in the coaching process. Regular direct and daily interaction with departmental supervisors and manager. Job Requirements

Minimum Required Skills: . Possession of 7 and 63 Licenses . Ability to pass Series 24 within 3 months of hire . Education or Training Equivalent to BA/BS, preferably in business administration, finance or related field. . Minimum of 1 year professional phone skills and/or client relationship management . Excellent verbal and written communication skills . Ability to resolve issues promptly in a dynamic environment . Complete understanding of the securities industry, including equity and option trading, and a thorough understanding of advanced product information . Ability to exercise sound judgment and independent decision making skills . Positive and professional attitude . Ability to work flexible shift assignments. . Ability to develop and maintain business relationships

Minimum Required Education, Certification, Training: . Series 7, 63 . 1 year + Demonstrated knowledge of E*TRADE policies and procedures in Trading and Customer Service. . Minimum 2-years college, BS / BA Degree or equivalent combination of education, training and experience with an emphasis on Finance, Business and/or Economics . Call center environment experience . Minimum of 2 year experience within the industry . Experience in the Equity Compensation industry

Additional Details We offer a competitive and comprehensive benefits package. Please visithttps://us.etrade.com/e/t/career/benefitsto learn more about the opportunities.

E*TRADE FINANCIAL is an EQUAL OPPORTUNITY EMPLOYER Maximum Salary Salary Type

Recruiter Details

Recruiter Name Quinn, Mr. David Email david.quinn@etrade.com Work Telephone 201-499-6263

Please refer to Job code etrade-12555 when responding to this ad.

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