Client Support Specialist

Position Overview:

As an Associate on the Mutual Fund Support Team, you will be a key player in delivering exceptional client service in a high-risk, high-visibility area of our business. Youll handle mutual fund-related inquiries, resolve issues with precision and professionalism, and ensure seamless system functionality throughout the day. Your work will directly impact client satisfaction, operational integrity, and financial outcomes.

This is a client-facing role in a critical area of our business. Mutual Fund Support is essential to maintaining client trust, preventing financial loss, and ensuring operational excellence. Your ability to make quick, informed decisions and communicate effectively can protect our clients reputations and bottom lines.

Duties and Responsibilities:

• Serve as a primary point of contact for mutual fund-related inquiries via phone and email
• Deliver world-class customer service to internal and external clients
• Apply critical thinking and problem-solving skills to resolve complex issues
• Follow Incident Management Protocols during system interruptions or service disruptions
• Collaborate with internal teams, clients, and vendors to ensure timely resolution of issues
• Support mutual fund operations including order processing, execution, dividends, and reorganizations
• Maintain accurate records of client interactions in the call tracking system
• Escalate issues appropriately while advocating for client needs
• Ensure system availability and functionality throughout the workday
• Handle omnibus accounting product support with attention to detail and care

Skills and Experience:

• 2+ years of customer service experience, preferably in the mutual fund or financial services industry
• Strong communication skills and a client-first mindset
• Ability to work independently and collaboratively in a fast-paced environment
• Excellent judgment and decision-making skills under pressure
• Bachelors degree preferred
• Proficiency in navigating client conflict and delivering positive resolutions
• High attention to detail and organizational skills
• Proficiency in Excel, file comparison tools, and SQL knowledge