Customer Service Reps - Treasury Services

Job Title: Customer Service Reps - Treasury Services
Location: Hartford, CT

Roles and responsibilities:

• Respond to customers via phone (voice) regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance.
• Deliver first class inbound client service (customer service) in every single contact as part of our Fund Services operations.
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
• Exceptional analytical and problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.
• Superb willingness to resolve client's issues or provide the best alternative solutions, resolving client friction points.
• Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations
• Document all client interactions, inquiries, and recommendations accurately and maintain 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.
• Strong team player mindset to excel not only individually but as a team through strong collaboration.
• Develop and execute sound action plans that will result to outstanding results in key performance measures.
• Assist the managers with deep dive discussions and remediation of top pain points to help improve performance.
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.

As a Transfer Agency Specialist, you'll be expected to:

• Assist clients in navigating online platforms and self-service options for managing their accounts and transactions.
• Provide guidance and support to clients in setting up new accounts, processing payments, and troubleshooting technical issues Process shareholder 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.
• Collaborate with internal teams such as sales, operations, and product management to address client needs, resolve issues, and ensure timely and accurate service delivery

To be successful in this role, we're seeking the following:

• At least 2 years of college degree BS / BA
• At least 2 years previous customer service experience, preferably in the financial services industry with exposure to tax-advantaged savings accounts/ products
• Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools
• Willing to work 100% onsite at Hartford, CT

Desired additional qualifications, but not required:

• Brokerage operations experience in Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience