Sr. Specialist, Contact Center Services

Role Summary

Serves as the technical lead for complex service requests and/or specialized internal process support on a daily basis and provides work direction for the team.

Responsibilities

• Independently assists clients by responding to complex phone, electronic correspondence, and other inquiries regarding company products, services, and procedures
• Responds to client questions on product features and provides technical assistance for the most complex issues that have been escalated by junior team members.
• Researches and resolves complex operational or client issues.
• Assists in identifying trends in client issues and proposing solutions.
• Provides leadership support for development, coaching, and oversight of junior team members.
• Provides status updates on problem resolution and outstanding issues to other teams.
• Directs inquiries to the appropriate resources.
• Assists with process improvement or other initiatives by contributing ideas and client feedback to improve team efficiency and client experience.
• Coordinates implementation of resulting changes for the team.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 4+ years of total relevant work experience

Preferred:

• SIE

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

$63,000 - $85,500 for the location of: Maryland, Colorado, Washington and remote workers
$63,000 - $85,500 for the location of: Washington, D.C.
$63,000 - $85,500 for the location of: New York, California

This job is eligible for overtime pay.

Placement within the range provided above is based on the individual’s relevant experience and skills for the role.  Base salary is only one component of our total compensation package.  Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance. 

This job posting is expected to be available until:

12/31/2025

Commitment to Diversity, Equity, and Inclusion

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all. 

Benefits

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.