Customer Service Rep

eTeam is seeking a dependable, customer-focused Service Associate to join a Mutual Fund Retail Operations and Client Services team. The role involves providing phone-based support to registered representatives, shareholders, and customers, requiring excellent communication skills and attention to detail.

Responsibilities:

• Participate in an intensive 8-week training program covering mutual fund operations, account servicing, and customer support
• Research account records and transaction history to resolve inquiries from registered representatives and shareholders
• Process account transactions, including redemptions, exchanges, and account maintenance updates
• Handle a high volume of inbound customer calls while maintaining professional and courteous communication
• Make outbound follow-up calls to existing customers when necessary; this is not a sales position
• Provide accurate and professional information regarding mutual fund accounts and investment-related transactions
• Research and resolve customer issues using strong problem-solving and analytical skills
• Conduct quality reviews of transactions processed by other associates to ensure accuracy and compliance
• Maintain accurate documentation and follow established procedures and service standards
• Collaborate effectively with team members while maintaining individual accountability
• Apply coaching and feedback to continuously improve performance and service quality
• Maintain confidentiality and exercise sound judgment when handling customer and account information

Requirements:

• Bachelor's degree or equivalent work experience
• Excellent verbal and written communication skills
• Strong professional phone etiquette
• Customer-service-oriented mindset with a professional and confident presence
• Ability to communicate clearly and effectively while handling a high volume of calls
• Strong organizational, analytical, and problem-solving skills
• Exceptional attention to detail and accuracy
• Ability to work effectively in a team-oriented environment
• Demonstrated accountability, integrity, and sound decision-making
• Strong willingness to learn and develop knowledge of financial services and mutual fund operations
• Ability to accept coaching and actively participate in an intensive training program
• Previous experience in a professional or corporate environment
• Customer service or call center experience
• Experience handling high-volume inbound or outbound calls
• Knowledge of mutual funds, investment products, securities, or financial services
• Experience working with account information, financial transactions, or customer records