Customer Service Rep

Job title : Service Associate Mutual Fund Client Services
Location: Remote (EST)
Work Hours: Monday Friday, 8:30 AM 5:00 PM EST; candidates must be able to work EST hours
Schedule: 37.5 hours per week, 8-hour shift with a 1-hour lunch
Duration : 12 Months of contract
Training : 8-week structured training program, including mentor shadowing
Interview: One virtual interview, approximately 1.5 hours
Fingerprinting: Required
Weekends: No weekend work
Position Overview
We are seeking a dependable, customer-focused Service Associate to join a Mutual Fund Retail Operations and Client Services team. This position is an excellent opportunity for recent college graduates or professionals looking to build a career in the financial services industry.
The Service Associate will provide phone-based support to registered representatives, shareholders, customers, and internal stakeholders. The role requires excellent verbal communication, professional phone etiquette, strong attention to detail, and the ability to resolve customer inquiries accurately and efficiently.
Comprehensive training will be provided to candidates who demonstrate a strong work ethic, willingness to learn, and commitment to delivering an exceptional customer experience.
Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Ideal Candidate
The ideal candidate is:

• Dependable, motivated, and eager to learn.
• Comfortable communicating with customers and internal stakeholders by phone.
• Professional, articulate, and confident in verbal communication.
• Receptive to coaching, mentoring, and constructive feedback.
• Detail-oriented and committed to accuracy.
• Customer-focused with a strong desire to resolve issues effectively.
• Able to learn and retain detailed information in a structured training environment.
• Comfortable working in a fast-paced, team-oriented environment.
• Interested in building a long-term career in financial services.

Deal Breakers

• Poor verbal or written communication skills.
• Lack of professional phone etiquette.
• Unwillingness to participate fully in training or accept coaching.
• Inability to work EST business hours.
• Lack of commitment to providing high-quality customer service.

Work Schedule & Training
Candidates must be flexible to work an 8-hour shift between 8:30 AM and 5:00 PM EST, Monday through Friday. No weekend work is required.
The position begins with an 8-week comprehensive training program, including classroom learning, hands-on training, and shadowing with an experienced mentor. Successful candidates will receive ongoing mentoring and development following the initial training period.
About the Team
The Mutual Fund Retail Operations team supports a broad range of fund servicing activities, including new account setup, financial and non-financial transactions, client and shareholder inquiries, call center operations, correspondence, quality control, and quality assurance.
This is an excellent opportunity for someone looking to develop specialized knowledge of mutual fund operations while building strong customer service and financial services experience.