Customer Support Regional Team Leader

About the Role
As a Regional Customer Support Team Lead you will guide a dynamic team of Customer Support Representatives who support advisors and investors of our Managed Portfolios products. You will be tasked with supporting and mentoring the individuals that serve as the face and voice of Morningstar Managed Portfolios while ensuring the highest quality of service is offered. You will be responsible for assisting in scheduling, resolving escalated service situations, and supporting sales representatives and advisors. This position is based in our Chicago office and reports to the Customer Support Manager.
Job Responsibilities• Manage a regional team of "Senior Customer Support Representatives" (SCSRs) to ensure quality client service, training and development;• Oversee daily tasks of monitoring SCSR attendance, adherence to phone and custodian queues and time off requests to maintain global Client Service standard;• Demonstrate superior level of industry knowledge and relationship management skills by handling escalated support calls to ensure proper handling from both a financial and CRM standpoint;• Improve overall policies and workflows by partnering with the MIS sales team, operations team and custodians;• Increase knowledgebase by assisting in process documentation, procedures and workflows through training materials and various mediums where information is held;• Maintain a working knowledge of the features, benefits and functionality of Managed Portfolio products, and serve as a resource to team members;• Support career development by participating in Brand Ambassador coaching and mentoring CSRs;• Demonstrate and promote strong client advocacy;• Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary.
Qualifications• Demonstrated ability to deliver superior client-focused results• Solid understanding of financial markets and the asset management industry• Three years of experience within the financial services industry or 6 months of experience as a Senior Customer Support Rep with the Managed Portfolios Support Team• Proficiency using Microsoft Excel• A bachelor's degree• High energy• Able to remain calm and think through issues despite the emotional state of a client
Nice to have• Three to five years experience within the financial services industry, with demonstrated leadership
002_MstarAssocLLC Morningstar Investment Management LLC Legal Entity
If you received and accept an offer from us, we require that personal and any related investments be disclosed confidentially to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.