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Live Transfer Agent information

What is a live transfer agent?

A Live Transfer Agent is responsible for contacting potential customers, verifying their interest in a product or service, and then transferring them to a sales representative or closer. Their primary role is to screen and qualify leads, ensuring that only interested and eligible customers are passed along. This helps streamline the sales process by connecting qualified prospects with the right teams efficiently. Live Transfer Agents typically work in call centers or remotely, using scripts and communication skills to engage with customers effectively.

What does a live transfer agent do?

As a Live Transfer Agent, your day typically involves managing a high volume of inbound or outbound calls, quickly assessing customer needs, and qualifying leads before transferring them to the correct sales or service professionals. You’ll collaborate closely with team members and supervisors to optimize call flow and ensure a seamless customer experience. The work environment is fast-paced and team-oriented, often with performance targets tied to transfer accuracy and efficiency. This role requires adaptability and a focus on continuous improvement, as every call is unique and contributes to business goals.

What are the key skills and qualifications needed to thrive as a live transfer agent?

To thrive as a Live Transfer Agent, you need strong verbal communication skills, attention to detail, and experience in customer service or call center environments. Familiarity with CRM systems, predictive dialer software, and telephony tools is often required for efficient lead management. Exceptional listening skills, patience, and the ability to build rapport quickly help you stand out in this position. These skills are important because the role centers on accurately qualifying callers and seamlessly connecting them to the appropriate sales or service representatives, directly impacting customer satisfaction and organizational goals.

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Live Transfer Agent jobs near you
Infographic showing various Live Transfer Agent job openings in the United States as of August 2026, with employment types broken down into 81% Full Time, and 19% Part Time. Highlights an 95% In-person, and 5% Hybrid job distribution.

Transfer Agent Operations Specialist (Global Capital Markets Support Services) - Hybrid

M&T Bank

Wilmington, DE • On-site

$24.87 - $41.45/hr

Full-time

Re-posted 5 days ago

M&T Bank rating

7.8

Company rating: 7.8 out of 10

Based on 187 frontline employees who took The Breakroom Quiz

77th of 174 rated banks

Job description

Overview:
Join our Shared Services team as a Transfer Agent Operations Specialist. In this role, you'll play a critical part in supporting complex financial transactions by ensuring accurate processing of bondholder transfers, account updates, and payments. You'll work in a fast-paced, high-volume environment where attention to detail and strong problem-solving skills are key.
What You'll Do:
  • Process Transfers & Account Updates: Review and validate physical certificates and documentation to complete ownership transfers, issue new certificates, and update account details in our system.
  • Ensure Accuracy & Compliance: Follow established checklists and controls to meet regulatory requirements, SLAs, and internal standards.
  • Collaborate Across Teams: Work closely with clients and stakeholders to clarify information and resolve discrepancies.
  • Disbursements & Adjustments: Support wire transfers, check disbursements, and trust-to-trust transfers; assist with bond adjustments and wire instruction updates when needed.
  • Manage Workflow & Priorities: Monitor cases in our workflow system, prioritize based on deadlines, and ensure timely progress.
  • Customer Interaction: Respond to inquiries primarily via email (with occasional phone calls) to provide updates and resolve issues professionally.
  • Continuous Improvement: Identify opportunities to streamline processes and enhance operational efficiency.

What a Day Typically Looks Like:
Start by reviewing your workflow queue for pending transfers requests, prioritize based on payment dates or SLAs, and conduct initial document reviews. If documentation is incomplete, initiate follow-up. When capacity allows, assist with cross-training tasks or projects assigned. Expect occasional problem-solving, such as verifying original signatures or authenticating bond documents.
Education and Experience Required:
  • Associate's degree, or equivalent work experience
  • 2+ years' relevant work experience

What We're Looking For:
  • Operational Expertise: Background in operations or high-volume processing (mortgage or similar experience works as well).
  • Detail-Oriented & Analytical: Skilled in reviewing complex documents and spotting discrepancies. Strong problem-solving, organizational, and interpersonal skills.
  • Adaptable & Organized: Comfortable shifting priorities quickly to meet SLAs and deadlines.
  • Strong Communication: Ability to work with internal partners and respond professionally to client inquiries.
  • Tech-Savvy: Proficient in data entry, Microsoft Excel, and workflow systems; quick learner for new tools.
  • Financial Services Knowledge: Helpful, but not required - training provided.

Work Location & Work Model:
  • Eligible candidates must live within reasonable commuting distance to 1100 North Market Street, Wilmington, DE 19801
  • This is a hybrid role requiring four days per week in the office

Scheduled Shift/Required Availability:
  • Monday-Friday, 8:00am-5:00pm

Why Join Us?
You'll be part of a collaborative team that values accuracy, efficiency, and client service. We offer comprehensive training, opportunities for cross-functional learning, and a chance to grow within a dynamic financial services environment.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.87 - $41.45 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Wilmington, Delaware, United States of America

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