Inbound Call Center Reps - Entry level

EXL•Hartford, CT

12d•Onsite

About The Position

Process shareholder inbound call requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates. Assist clients in completing required documentation for account transactions and ensure compliance with regulatory requirements. Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes. Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding. Respond to inbound customer calls via phone regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance. Deliver first-class inbound client service in every interaction as part of Fund Services operations. Use strong verbal and written communication skills to convey complex information clearly and professionally. Apply strong analytical, problem-solving, and attention-to-detail skills to analyze data and identify solutions to client inquiries and issues. Resolve client issues or provide the best alternative solutions to reduce client friction points. Deliver outstanding client service through NPS and driver indices, compliance, and efficiency metrics while providing a best-in-class experience for all clients. Document all client interactions, inquiries, and recommendations accurately, maintaining comprehensive records in accordance with regulatory requirements and company policies. Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service. Demonstrate a strong team-player mindset through collaboration and individual accountability. Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.

Requirements

Prior Contact Center experience preferred but not required; Recent graduates encouraged to apply with background in Banking and Finance, Accounting, Economics, Business Administration and other related fields.
Willing to work 100% onsite at the Hartford, CT office, Monday–Friday.
Willing to work shifting schedules as needed by the business between 8:00 AM EST and 6:00 PM EST.
Qualified candidates will be asked to complete a series of assessments, including a Performance Skills Index and a Call Center Simulation.

Nice To Haves

Prior Contact Center experience

Responsibilities

Process shareholder inbound call requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates.
Assist clients in completing required documentation for account transactions and ensure compliance with regulatory requirements.
Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes.
Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.
Respond to inbound customer calls via phone regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance.
Deliver first-class inbound client service in every interaction as part of Fund Services operations.
Use strong verbal and written communication skills to convey complex information clearly and professionally.
Apply strong analytical, problem-solving, and attention-to-detail skills to analyze data and identify solutions to client inquiries and issues.
Resolve client issues or provide the best alternative solutions to reduce client friction points.
Deliver outstanding client service through NPS and driver indices, compliance, and efficiency metrics while providing a best-in-class experience for all clients.
Document all client interactions, inquiries, and recommendations accurately, maintaining comprehensive records in accordance with regulatory requirements and company policies.
Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.
Demonstrate a strong team-player mindset through collaboration and individual accountability.
Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.