- High School diploma or equivalent required; Associate degree or Bachelors 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
- 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.
- 8:30 a.m. - 5:00 p.m. (overtime as required)
- Boston, MA 02110 zip
- Hybrid Location (office/remote)
- 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
Client Service Rep MMDT - Boston, United States - Federated Hermes, Inc.
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