Inbound Call Center Reps - Entry level

EXL; United States; Hybrid; USD 26,174 - 33,062; Full time

Benefits offered by this job

Medical benefits

Dental

Vision

401(k) match

Gym memberships

Life insurance

Disability insurance

Employee assistance program

Job summary

EXL is seeking a dedicated specialist to handle transfer agency inbound calls, process account transactions, and ensure regulatory compliance. You will guide clients through documentation, resolve discrepancies, and educate them on procedures to enable smooth transfers.

The role focuses on delivering high-quality customer service, accurate data handling, and collaboration with internal teams to meet client needs. Hartford-based position with onsite/remote options and shift flexibility.

Qualifications

• Prior Contact Center experience preferred but not required.
• Diploma and other related fields.
• Willing to work 100% onsite / remote at the Hartford, CT office, Monday–Friday.
• Willing to work shifting schedules as needed by the business between 8:00 AM EST and 6:00 PM EST.
• Qualified candidates will be asked to complete assessments, including a Performance Skills Index and a Call Center Simulation.

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.

Skills

Call center experience

Customer service

Education

Diploma or related field

Job description

Remote

Job Description

Compensation and Benefits

• Hourly rate: $19/hr–$24/hr, depending on experience
• Bonus: P4P Performance-rated bonuses paid quarterly
• Annual PTO: 15 vacation days, 10 sick days, 2 floating holidays, 8 company holidays, and volunteer time off
• Other PTO: Jury duty, bereavement leave, military leave, and other applicable leave per state regulations
• Benefits: Medical benefits, subsidized gym memberships, dental, vision, legal, identity theft protection, critical illness, and pet i nsurance offered at competitive premiums
• Additional benefits: Basic life insurance, short-term and long-term disability, and an employee assistance program, including mental health support and online yoga access at no cost to the employee
• 401( k) match: Up to 3% annually

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 a gency processes.
• Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.

How you will make an impact:

• Respond to inbound customer calls via phone regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance.
• Deliver first-class inbound client service in every interaction as part of Fund Services operations.
• Use strong verbal and written communication skills to convey complex information clearly and professionally.
• Apply strong analytical, problem-solving, and attention-to-detail skills to analyze data and identify solutions to client inquiries and issues.
• Resolve client issues or provide the best alternative solutions to reduce client friction points.
• Deliver outstanding client service through NPS and driver indices, compliance, and efficiency metrics while providing a best -in-class experience for all clients.
• Document all client interactions, inquiries, and recommendations accurately, maintaining 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.
• Demonstrate a strong team-player mindset through collaboration and individual accountability
• 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:

• Prior Contact Center experience preferred but not required;
• Diploma and other related fields.
• Willing to work 100% onsite / remote at the Hartford, CT office, Monday–Friday.
• Willing to work shifting schedules as needed by the business between 8:00 AM EST and 6:00 PM EST.
• Qualified candidates will be asked to complete a series of assessments, including a Performance Skills Index and a Call Center Simulation.