National Virtual Service Counter Manager
About The Position
Join our Field Service Team, a key driver in delivering exceptional experience for agents and clients nationwide. As part of our Field Service organization, you will help shape seamless customer experiences and support new business growth. Role Overview: Step into a pivotal management role as the National Virtual Service Counter (VSC) Manager (MG1), where you’ll lead a remote team of ~12 direct reports responsible for high-volume appointment scheduling for new business across the United States. You will ensure optimal coverage of appointment slots, balancing internal resources, and collaborating with leaders nationwide to ensure customer support. As a hands-on leader, you’ll monitor new business appointment volume and work closely with work force planning to identify trends to ensure proper coverage. With any capacity the team will review queues in Service Central, proactively identify teams that are behind, and provide support to help them catch up. This role covers multiple time zones, with flexible 7.5-hour shifts between 9:00 AM ET and 8:00 PM ET. You’ll be accountable for maintaining high service quality, agent engagement, and continuous process improvement.
Requirements
- Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire
- Bachelor’s degree or equivalent business experience
- 5–7 years of relevant experience in service, operations, or team leadership
- Strong interpersonal and communication skills, with a proven ability to build trusted relationships at all levels
- Ability to influence adoption of new service capabilities and digital solutions across teams
- Customer-centric mindset with a passion for exceeding expectations
- Proficiency in Microsoft Office (Bookings, Word, Excel, PowerPoint, Outlook) and Service Central systems
- Proactive approach to identifying and resolving service challenges
- Forward thinking and ability to adapt to new ways of service delivery
Nice To Haves
- Experience in remote team management, client relationships, or internal business partner-facing roles. Field Service experience a plus.
- Ability to influence across functions and levels without direct authority
- Strong problem-solving and analytical skills
- Background in training, coaching, or process improvement
Responsibilities
- Lead, coach, and develop a remote team of VSC agents responsible for hosting new business appointments with agents. This team will be responsible for solving the agent inquiries which may include processing agent requests.
- Coordinate with other functional leaders nationwide to troubleshoot items that may require local support.
- Monitor new business queues in Service Central; identify and assist teams that are behind to ensure timely processing.
- Meet fluctuating demand and peak appointment times.
- Maintain high customer service quality and agent sentiment scores through regular feedback, coaching, and process improvements.
- Collaborate with technology and operations teams to enhance scheduling tools and streamline workflows.
- Provide timely and accurate reporting on appointment volumes, team performance, and resource utilization.
- Uphold compliance with regulatory and internal standards at every stage of the appointment process.
- Foster a culture of accountability, continuous improvement, and operational excellence within the team.
Benefits
- We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.
- Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
