Shareholder Services Specialist II

SUMMARY

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

KEY ACCOUNTABILITIES

SHAREHOLDER AND FINANCIAL REPRESENTATIVE SUPPORT

• Answers incoming call, email, and chat interactions.
• Initiates outgoing call interactions.
• Maintains knowledge obtained from mutual fund websites, fund literature, or performance reports and regulatory documents to answer questions regarding existing mutual funds serviced.
• Maintains knowledge obtained from the transfer agent recordkeeping system to answer any questions regarding existing mutual fund shareholder accounts.
• Inputs complex trades such as model rebalances, end-result exchanges, large dollar trades, automated investment plans, systematic withdrawals, etc. into a recordkeeping system.
• Inputs complex shareholder account maintenance such as account linking, account restrictions, model updates, etc., into recordkeeping system.

COMPLIANCE AND SUPPORT ACTIVITIES

• Learns and utilizes compliance procedures, desk policies and legal requirements, Fund Knowledge Base, voice communication platform, transfer agent recordkeeping and workflow system, call performance standards and guidelines, and online portals.
• Comprehends, retains, and explains services, company policies and legal requirements to shareholders and financial representatives.
• Completes quality control reviews on work performed by members of the team.
• Assists with onboarding of new associates.

WORKING RELATIONSHIPS

• Daily contact with shareholders, financial representatives, broker-dealer firms, and fund companies.
• Daily contact with members of team and internal departments regarding follow-up inquiries, open workflow, collateral orders, 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.
• 3-5 years of experience in client services or related field.
• Experience within the back-office of a retirement services department, clearing firm, brokerage firm, mutual fund department, or within the financial services industry.

KNOWLEDGE

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

SKILLS AND ABILITIES

• Provides exceptional customer service skills using proper phone etiquette.
• 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.