With guidance, responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction. Handles lower complexity requests to make updates to shareholder accounts or instructs shareholders on how to make account changes. Answers phones and responds to shareholder emails with 75f inquiries handled without a handoff for assistance.
Follows the Good Order Matrix call outline when addressing and closing standard calls and to ensure that the most current information is provided.Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols.
Completes security forms in compliance with regulatory requirements. Actively listens to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks. Makes an initial determination of which inquiries should be escalated to the Problem Resolution Team or will necessitate completion of an electronic ticket.
Confirms conclusions with more senior team members. Escalates inquiries or completes electronic tickets to initiate delivery of historical statements or pass forms to shareholder as requested. Has a clear understanding of Policy and Procedures. Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
Accepts feedback and coaching and proactively adjust own management of call flows in response to feedback. Is able to work in a very structured environment. No direct reports.
Responsibilities are limited to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email.
Bachelors degree or the equivalent combination of education and experience is preferred.
Customer service experience in the financial service market preferred.