Provide a best in class customer experience by providing direct oversight to IRA Rollover Consultant interactions with retirement plan participants. Proactively manage daily sales activities through ongoing call coaching, training and personnel development. Actively seeks best practices and optimal operational effectiveness. Drives IRA product and process improvements.
Ensure compliance and strict adherence to WPS policies and procedures.
Perform registered principal supervisory controls of registered representatives including but not limited to participant correspondences and sales practices. Provide registered principal coverage to cross functional teams as necessary.
Call monitoring and review, handling escalations and customer feedback, coaching, mentoring. Manage QA trending, representative training and continuous improvement opportunities.
Manage referral generation pipeline from internal business partners.
Lead strategic operational enhancements (increase win rates & decrease close time).
Lead strategic workflow and product enhancements. This includes vendor management and optimization.
Provide daily activity reporting to management. Coordinate individual and team reporting and compensation calculations. Recruit, interview, hire new consultants as needed.