Experienced Inbound Customer Care Representative

EXL; Hartford (CT); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401k match up to 3%

PTO policy and holidays

Bonus program (P4P)

Job summary

EXL is hiring an Inbound Customer Care Rep in Hartford, CT for an onsite role. The position requires handling shareholder inbound calls, processing account transactions, and guiding clients through transfer agency procedures while ensuring compliance and accuracy.

We offer a comprehensive benefits package, a structured training program, and a focus on professional development. 100% onsite work, with shifts between 8AM and 6PM EST, and a clear path for career progression within EXL's wealth

Qualifications

• At least 2 years inbound call center or inbound customer service experience.
• Willing to work 100% onsite at our Hartford, CT office.
• Willing to work shifting schedules between 8AM EST - 6PM EST as needed by the business.

Responsibilities

• Process shareholder inbound call requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates.
• Assist clients in completing required documentation for account transactions and ensure regulatory compliance.
• Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes.
• Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.

Skills

Inbound call center experience

Communication skills

MS Office

Job description

Inbound Customer Care Rep - Financial Services

Location: Onsite, Hartford, CT

Shifts: 8 hour shifts Monday - Friday with shifts varying between 8AM EST - 6PM EST

Note: The posted range is the hiring range for this role - a subset of the broader range available to employees over time - and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.

• P4P: performance rated bonuses paid out on a quarterly basis
• Annual PTO: 15 vacation days, 10 sick days, 2 floating holidays and 8 company holidays, volunteer time-off
• Other PTO: Jury duty, bereavement leave, military leave etc. as applicable per State regulations.
• Benefits: Elected benefits such Medical (along with subsidized gym memberships), dental, vision insurance, Legal, identify theft, critical illness, pet insurance offered at competitive premiums. Basic life Insurance, Short Term and Long term disability and employee assistance program including mental health support, online yoga access at NO COST to the employee.
• 401k match: up to 3% annually.

EXL offers a positive and supportive work environment, comprehensive benefits, and career progression opportunities that make it more than just a job. It’s a place where you continuously learn, build new skills, and explore different career paths – giving you the opportunity to shape and control your own professional journey.

Beyond career growth, EXL fosters a culture where work engagements are encouraged, volunteer opportunities allow you to give back to the community, and inclusion and belonging are truly valued. Through meaningful reward and recognition programs, leadership connects, and regular town halls, employees feel heard, appreciated, and connected to the broader vision of the organization.

Responsibilities

• Process shareholder inbound call requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates.
• Assist clients in completing required documentation for account transactions and ensure compliance with regulatory requirements.
• Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes.
• Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.

In this role, you’ll make an impact in the following ways:

• Respond to customers inbound calls via phone (voice) regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance.
• Deliver first class inbound client service (customer service) in every single contact as part of our Fund Services operations.
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
• Exceptional analytical and problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.
• Superb willingness to resolve client’s issues or provide the best alternative solutions, resolving client friction points.
• Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations
• Document all client interactions, inquiries, and recommendations accurately and maintain comprehensive records in accordance with regulatory requirements and company policies.
• Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.
• Strong team player mindset to excel not only individually but as a team through strong collaboration.
• Develop and execute sound action plans that will result to outstanding results in key performance measures.
• Assist the managers with deep dive discussions and remediation of top pain points to help improve performance.
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.

Qualifications

To be successful in this role, we’re seeking the following:

• At least 2 years previous inbound call center / inbound customer service experience
• Willing to work 100% onsite at our Hartford, CT office Monday - Friday
• Willing to work shifting schedules as needed by the business between 8AM EST - 6PM EST

Please Note

This position requires participation in and successful completion of all required client process training. Regular and timely attendance during the training period is an essential requirement of the role. In accordance with client training requirements, an employee who misses two (2) consecutive days of required process training may be removed from the training class. Removal from the training class may impact the employee’s eligibility to continue in the assigned role and may result in reassignment, redeployment, or separation from employment, as applicable. Employees are expected to promptly notify their manager and Human Resources of any absence during the training period. Any absence that may be protected by applicable law or EXL policy will be reviewed in accordance with those requirements before any employment action is taken.

Critical Training Period

October 5th through the week commencing October 26th and November 2nd through the week commencing November 16th. We would not be able to accomodate PTO during these dates.

Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools