Client service rep

POSITION SPECIFICATIONS :

• High School diploma or equivalent required; Associate degree or Bachelor degree preferred
• 2 years of comparable customer service experience in lieu of degree, or 1 year of relevant financial services experience required
• Basic understanding of mutual funds, financial terms and investment products preferred

MAJOR DUTIES :

• Responsible for understanding the process requirements for each of the market.
• Respond accurately and efficiently to participant inquiries and service participant requests by clearly communicating verbally and / or in written form.
• Conduct proactive outbound calls to participants for a specific stated purpose as determined by management.
• Analyze research and resolve all participant account-level inquiries. Follow-up on a routine basis with updates and provide final resolution as timely as possible.
• Provide fund and product information to participants to include processing requirements and prospectus information.
• Interact as necessary with internal clients and vendors / partners to satisfy the needs of participants.
• Anticipate and understand the needs of external participants and offer information, resources and / or services to more completely meet their needs.
• Ask questions of participants in order to assess how to proceed in meeting their needs.
• Take the time to know our participants and cultivate relationships with every opportunity.
• Make recommendations on appropriate course of action and escalate issues when necessary.
• Function as a dedicated contact for sensitive participants for the duration of the service issue.
• Effectively represent business unit and its clients in meetings with internal departments (service, sales, legal, etc.) and Federated vendors to resolve administrative and operational issues affecting participant relationships.

HOURS / LOCATION :

• 8 : 30 a.m. - 5 : 00 p.m. (Overtime as required)
• Boston, MA 02110

EXPLANATORY COMMENTS :

• Strong communications skills; verbal, interpersonal and written
• Must be a flexible, team player
• Highly organized with the ability to multi-task
• PC desktop proficiency, including keyboard skills
• Ability to listen and influence client / participant satisfaction
• Effective analytical and decision-making ability
• Attention to detail and accuracy
• Ability to set priorities and meet deadlines
• Personal leadership skills
• Ability to coach and cross train others

Last updated : 2024-10-07