Call Center Director Jobs in Springfield, MA (NOW HIRING)

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
• To learn more, visit us at www.exlservice.com/careers

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

• Prior Contact Center experience preferred but not required; 
• Recent graduates encouraged to apply with background in Banking a nd Finance, Accounting, Economics, Business Administration and other related fields.
• Willing to work 100% onsite 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.
   

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.
 

• 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 addres s client needs, resolve issues, and coordinate service delivery.