Associate Customer Care Professional, Mutual Funds

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage customer calls from the initial greeting to the resolution of their issues.

• Establish rapport with callers from various backgrounds and accurately assess their situations.

• Efficiently navigate multiple systems while collecting pertinent information.

• Articulate potentially complex solutions using clear, concise, and positive language.

• Prioritize quality and first-call resolution while reducing processing time and after-call work.

• Assist clients in achieving their financial objectives through an exceptional call experience.

• Interpret, navigate, clarify, and process intricate mutual fund transactions and scenarios.

• Identify root causes and resolve customer issues with minimal escalation.

• Engage in regular manager meetings, monthly coaching sessions, career advancement programs, and stretch opportunities.

• Contribute to recruiting efforts, focus groups, quality initiatives, and new service launches as they arise.

⛳️ Requirements

• High school diploma or equivalent experience.

• Experience in managing complex customer interactions from support to resolution.

• Willingness to embrace change and contribute to continuous improvement in a fast-paced work environment.

• Excellent written and verbal communication skills.

• Availability for training starting October 12, 2026, from 8:00 a.m. to 4:30 p.m. Central, Monday through Friday.

• After training, availability for a full-time schedule between 9:30 a.m. and 6:00 p.m. CST, Monday through Friday.

• Private, secure, and distraction-free workspace.

• Reliable power supply and hard-wired internet connection via ethernet to router/modem.

• Minimum internet speed of 30 Mbps download and 10 Mbps upload.

• Ability to pass a criminal background check.

• Post-secondary education is preferred.

• Prior experience in customer service, financial services, or insurance is preferred.

• Bilingual in English and Spanish is preferred.

• Ability to interpret, navigate, explain, and process complex mutual fund transactions and scenarios is preferred.

• Skilled in identifying root causes and resolving customer issues with minimal escalation is preferred.

• Detail-oriented with a focus on high-accuracy work in a regulated financial environment is preferred.

• Must complete the job skills assessment within 48 hours of receiving the initial invitation.

🏝️ Benefits

• 12 weeks of structured training and onboarding with a designated onboarding partner and regular mentoring.

• Career Progression program with opportunities to increase hourly wages every quarter in the first year by achieving established milestones.

• Stretch opportunities across the organization.

• Access to an internal helpline, coaching and mentoring, and comprehensive documentation.

• Comprehensive medical, vision, and dental insurance.

• 401(k) matching up to 6%.

• Pension plan.

• 4 weeks of paid time off (PTO).

• 12 paid holidays.

• Up to 20 hours of volunteer time off.

• Corporate gift matching at a 1:1 ratio.

• No nights or weekends required.

• Various bonuses, including annual or long-term incentives.

• Health savings account.

• Flexible spending account.

• Life and accidental death and dismemberment insurance.

• Disability insurance.

• Supplemental protection insurance.

• Sick and Safe Time.

• Paid parental leave.

• Employee assistance program.

• Well-being benefits.