Client Service Rep MMDT

1 month ago

Boston, United States Federated Hermes, Inc. Full time

POSITION SPECIFICATIONS:

* 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

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 zip
* Hybrid Location (office/remote)

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

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