Company Overview and Culture 

For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses. For information, visit www.exlservice.com. 

Job Title: Temp - Customer Service - Transfer Associate Representative (Remote)

Location: 100% Remote - Work from Home

Shifts: 8AM EST - 5PM EST / 10AM EST - 7PM EST

Job Description:

We are seeking a Customer Service Specialist - Transfer Agency to join our team working from home on a temporary basis of up to 6 months) 

The Global Custodian Services Contact Center for Transfer Agency is responsible for providing comprehensive client service and support to clients of a global custodian firm.

This role involves resolving inquiries, offering guidance, executing instructions, solutions, and strategies while ensuring clients receive personalized and attentive service.

The agent “Specialist” must possess strong communication skills, financial acumen, and a commitment to delivering exceptional service to high-net-worth individuals and families. 

The team is a client-service-driven organization whose talented and engaged team is dedicated to providing the most competitive services with the highest standards of ethics, and client service.

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

• Respond to customers 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.

As a Customer Service Specialist - Transfer Agency, you’ll be expected to:

• Process shareholder 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.

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

• At least 2+ years previous customer service experience, preferably in the global financial services industry with exposure to treasury management

Desired additional qualifications, but not required:

• Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience
• Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools