Analyst, Retail Client Experience Management

BlackRock•Boston, MA

1d•$59,000 - $90,000•Hybrid

About The Position

BlackRock’s purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. The Retail Client Experience Management team, based in Boston, is responsible for providing the highest quality customer service to shareholders, prospective shareholders, and Financial Professionals. Additionally, we look after issue resolution, build and manage relationships with clients through verbal and written communications, and partner with departments throughout BlackRock. At BlackRock, we are seeking a Retail Client Experience Management Analyst who is curious, collaborative, analytical, and hardworking to become part of our team. We recognize that strength comes from diversity, and will embrace your rare skills, inquisitiveness, and passion while giving you the opportunity to grow professionally and as an individual. This is a phenomenal opportunity to build your professional foundation with the support of your managers to get to the next stage of your career at BlackRock, including the opportunity and support to obtain FINRA licenses.

Requirements

Bachelor’s degree preferred
Desire to learn mutual fund industry from ground up (some knowledge of industry is a plus)
Ability to effectively work in a fast-paced environment, multi-task, and meet deadlines
Excellent verbal and written communication skills
Strong customer service orientation
Ability to interact as a team member and maintain a flexible demeanor
Ability to work flexible hours Monday through Friday (shifts are 8:00am ET - 5:00pm ET and 9:00am ET - 6:00pm ET), including limited overtime when vital

Responsibilities

Respond to telephone inquiries regarding account status (i.e. account balances, trade / maintenance history, etc.), legal requirements, fund operations, and information on BlackRock products such as service options, fund performance, pricing, yields, portfolio characteristics, historical figures, tax implications, and other mutual fund specific information.
Assist customers with accessing and navigating the website and voice response unit.
Partner with other teams across the firm to meet departmental quality standards and ensure a smooth flow of operation.
Process telephone transactions as requested by shareholders or their representatives using the on-line transfer agency system. Transactions include (but are not limited to) redemptions, exchanges, adjustments, and account maintenances.
Check work to ensure accuracy of transactions.
Actively support report distribution, account research using various resources, respond to written customer inquiries, and assist other departments.
Run ad-hoc projects assigned by supervisors.