Investor Services Representative I (Retirement Services Contact Center)

SS&C Technologies

9d•Hybrid

About The Position

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology. Job Description Investor Services Representative I Locations: Hybrid | Braintree, MA Remote: Georgia, Florida, Kansas, Missouri, North Carolina, South Carolina, Tennessee, Texas, Virginia Work Schedules: Operational hours are between 8am to 9pm EST with 8 hour shifts assigned within operational hours. A 10% shift differential is applied for those working shifts between 11am and 9pm EST. Get To Know Us: SS&C Technologies is a premier provider of retirement planning and financial services, dedicated to helping individuals secure their financial future. We are seeking highly skilled Investor Services Representatives with expertise in contact center operations. This position demands versatility and excellence in processing correspondence, inbound/outbound calls, case items in the AWD system, and delivering top-tier customer service.

Requirements

Exceptional communication skills, encompassing both verbal and written communication.
Proficiency in computer navigation and typing, with a minimum typing speed of 40 words per minute and a high degree of accuracy.
Comprehensive knowledge of retirement plans and account details preferred.
Strong organizational skills with the ability to prioritize tasks and consistently meet established deadlines.
Proficiency in research, analytical thinking, and problem resolution.
An unwavering commitment to precision and attention to detail.
Minimally requires a high school degree and 1 year of related experience for level I representatives.
2 years of related experience for level II representatives.
Required Minimum Workspace and Internet Specifications:
High speed internet
Dedicated quiet workspace in your home to attend training and work without distraction, background noise and/or interruption.

Nice To Haves

Comprehensive knowledge of retirement plans and account details preferred.

Responsibilities

Evaluate, verify, and process service requests from plan participants, employers, recordkeepers, third-party administrators, financial advisors, and financial institutions.
Thoroughly review incoming requests from diverse sources—including inbound and outbound calls, email, facsimile, chat, and mail—to accurately determine intent and appropriate action.
Process retirement plan transactions (401(k), 403(b), 457(b), and defined contribution plans), ensuring accuracy and compliance with internal procedures and industry regulations.
Maintain and update participant records with precision, emphasizing the importance of data integrity and regulatory compliance.
Communicate with clients via chat, phone, and email to resolve routine and complex service issues in a timely and professional manner.
Compose and respond to customer correspondence with a high degree of clarity and quality, consistently meeting productivity and quality standards.
Collaborate cross-functionally with other departments to troubleshoot and resolve service or processing issues.
Participate in ongoing cross-training to expand skill sets and support broader operational needs with intermediate-level expertise.

Benefits

Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
Your Future: 401k Matching Program, Professional Development Reimbursement
Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
Training: Hands-On, Team-Customized, including SS&C University
Extra Perks: Discounts on fitness clubs, travel and more!

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume