Team Captain | Customer Experience  

As a Team Captain, you execute 3 functions: people management, project management, and client management. This role will entail regular client communication as you will serve as a point of escalation for issues outside the authority of an advisor or analyst. If you have experience or are confident of your ability to deliver results within these 3 main avenues, this role is for you.

WHAT WILL YOU DO

• Identify growth and development opportunities for team members
• Provide guidance to advisors and analysts to foster growth and development, best practices and optimal morale in the organization
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed
• Ensure that team members and equipment needs are met to sustain service levels
• Ensure that team members are properly trained and working consistently to meet client needs.
• Monitor and assesses team members’ performance and provides timely feedback through regular coaching as well as through weekly and monthly performance reviews
• Work with the People Development Manager to make recommendations for his/her team member’s career path and assist in making a comprehensive training plan for them
• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Ensure that the team meets company and client specific KPI targets.
• Demonstrate excellent knowledge of what the company offers, its product and services
• Understand, investigate and solve any complex client requests or complaints, particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement, and opportunities for the company to add additional client value, discussing directly with the Service Delivery Manager
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Recommend/suggest relevant alternatives to the product or tool being used by the company
• Helps in culture building particularly in embracing our Core Values and practicing on what a Boldr leader should be

• Bachelor's/College Degree in any field.
• Previous Supervisory experience in a related field.
• Experience in using CRM and other similar applications or tools.
• Intermediate knowledge of cloud-based applications such as Google apps and MS Office Applications.
• Passionate about learning and developing relationships with clients.
• Analytical and problem solver.
• Strong English Communicator - both written and oral.
• Able to multitask and prioritize.
• Adaptable to change and attentive to detail.
• Able to work in a team environment.
• Able to reduce frustration on heated topics by listening and being solutions oriented.
• Fluent and articulate on the phone and in person with strong writing and clear presentation abilities - persuasive but empathetic.
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain positive Client service image under difficult conditions.