Financial Services Contact Center Team Lead

SS&C Technologies•Kansas City, MO

1d•$24 - $38•Hybrid

About The Position

The Financial Services Contact Center Team Lead provides high-quality support for mutual fund transaction processing while delivering a strong customer experience. This role combines advanced problem-solving, leadership support, and operational expertise to handle complex inquiries, guide team members, and drive process improvements.

Requirements

High school diploma with 4+ years of related experience
Contact center experience required
Strong problem-solving and decision-making skills within structured procedures
Excellent communication and customer service skills
Ability to manage multiple tasks and priorities effectively
Demonstrated ability to work independently and within a team environment

Nice To Haves

Experience in a senior agent or team lead capacity
Background in financial services or mutual fund operations
Proven ability to mentor or guide team members
Strong understanding of contact center workflows and escalation handling
Process improvement mindset with the ability to suggest enhancements

Responsibilities

Process mutual fund transactions with a strong customer-focused approach
Provide proactive and innovative solutions to client inquiries
Handle complex customer interactions including escalations, trade entry, account inquiries, and research requests
Apply advanced functional knowledge to evaluate issues and recommend solutions
Support and guide less experienced team members in a leadership capacity
Identify and recommend process improvements and new procedures
Deliver consistent, high-quality service across all contact center interactions