Customer Service Specialist

Mediant, a BetaNXT company, provides investor communications technology and technology-enabled solutions to banks, brokers, corporations, funds and investment managers.  Mediant’s innovative technology ensures regulatory compliance and creates opportunities to strengthen shareholder and client engagement. 

Customer Service Specialist Overview: 

The Customer Service Specialist will act as the main point of contact for our broker clients’ inquiries, regarding their broker suite of products offered by Mediant BetaNXT. Those could include any of the following:

• U.S. and Canada Proxy services
• Corporate actions communications and/or Reorg Manager (our election capture platform)
• Post-sale or first dollar prospectus delivery
• Regulatory communications for investment companies
• Global proxy services

The Customer Service Specialist will provide high-quality customer service experience by developing and delivering accurate, efficient, and timely responses to all inquiries and/or requests for assistance pertaining to the products and services mentioned above. As an integral part of the customer experience, this role will lead the customer support efforts for key clients, ensuring their satisfaction and service delivery.

Duties and Responsibilities of the Customer Service Specialist: 

• Manage, respond, and track broker client requests. Additionally identifying and assessing and implementing solutions to achieve client satisfaction.
• Handle customer inquiries, develop, decide, and provide appropriate solutions and alternatives within set time frames; follow up to ensure resolution.
• Build sustainable relationships and trust with broker clients through open, proactive and interactive communication.
• Provide accurate, valid, and complete information in a timely manner. This would be achieved by identifying and using the appropriate methods, tools and resources.
• Escalate inquiries to the applicable team or executive for assistance, when necessary.
• Manage reporting and internal database reporting systems.
• Work with product services operations and teams to ensure quality control standards are met and to develop and implement continuous improvement or those standards.

Skills and Experience of the Customer Service Specialist:

• 2+ years of experience in Business Operations/Financial Services or Customer Service role. Financial Services experience is preferred.
• Must be able to organize, prioritize and complete tasks independently within established time constraints.
• Able to work in a high-pressure environment, prioritize and meet numerous deadlines.
• Knowledge of broker-dealer, bank or mutual fund operations is a plus.
• Proven customer support experience or experience as a customer service representative, account manager or other similar role
• Knowledge of the Microsoft Suite of office tools.
• Solid verbal and written communications skills.
• Proven ability to interact with executive level stakeholders
• Excellent research skills and attention to detail.
• Ability to multitask, prioritize and manage time effectively and independently.
• Proven ability to operate with minimal supervision in a high-pressure environment