Shareholder Services Specialist I

SUMMARY

The Shareholder Services Specialist I is responsible for providing various contact center and transfer agency functions. This position requires mutual fund knowledge and will interact directly with shareholders, financial representatives, team members and management.

KEY ACCOUNTABILITIES

SHAREHOLDER AND FINANCIAL REPRESENTATIVE SUPPORT

• Answers questions regarding existing mutual funds serviced. Knowledge obtained from mutual fund websites, fund literature, or performance reports and regulatory documents will be utilized to answer questions.
• Answers questions regarding existing mutual fund shareholder accounts. Knowledge obtained from the transfer agent recordkeeping system will be utilized to answer questions.
• Inputs basic trades into recordkeeping system.
• Maintains and updates accounts in recordkeeping system.
• Learns and utilizes compliance procedures, desk policies and legal requirements, specific forms and documents, voice communication platform, transfer agent recordkeeping and workflow system, call performance standards and guidelines, and online portals.

WORKING RELATIONSHIPS

• Daily contact with shareholders, financial representatives, and broker-dealer firms.
• Daily contact with internal teams and departments regarding follow-up inquiries, open workflows, etc.

May perform other duties as required and assigned.

EDUCATION AND EXPERIENCE

• Undergraduate degree in business administration, finance, or related area.
• Series 6 or 7 license or ability to obtain within 3 months of employment.
• 1-3 years of experience in client services or related field.

KNOWLEDGE

• Mutual funds and retirement plans.
• Microsoft Office Suite.
• Adobe Acrobat.

SKILLS AND ABILITIES

• Provides excellent customer service to all callers using proper phone etiquette.
• Ability to comprehend, retain and explain services, company policies and legal requirements to shareholders and financial representatives.
• Troubleshoots issues utilizing creative and critical thinking skills.
• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
• Demonstrates personal integrity, responsibility, and accountability.
• Effectively uses resources such as time and information in conjunction with associates.
• Participates in solving problems and making decisions.
• Presents and expresses ideas and information, written and oral, clearly, and concisely.
• Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
• Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
• Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
• Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.

Equivalent education, experience, and KSA’s will be considered.