Using discretion and judgment the Assist Center Representative evaluates and researches in depth scenarios, as well as elevated situations, from CSV and Premier Partners in an effort to seek an accurate and efficient resolution. Accountable for communication with the external contact through its completion, ensuring that any additional needs or requests are met.
Independently resolves complex and unique questions and problems that are escalated from CSV and PPP representatives. Accountable for resolution of issue to completion.
Interprets company policies and makes decisions such as whether adjustments forwarded from representatives should be completed.
Performs complex and advanced research in order to make effective decisions.
Resolves items in the ACWORK queue while adhering to departmental timeframes.
Answers calls offered to the Assist Center pilot within established departmental standards.
Fulfills requests for Plan Valuations, Report Maker Reports, Commission Research, Statements and Tax forms.
Maintains open communication with all levels of management to obtain guidance on elevated issues.
Communicates performance variables to Senior Management as well as team management through various methods such as Weekly Feedback Report. Compiles failed items and ensures feedback is communicated back to representatives.
Prepares weekly report to management involving analyzing errors and identifying trends.
Mentors trainees and representatives when appropriate.
Develops and provides education and training in monthly team meetings in Communications on hot topics.
Pulls calls utilizing the NICE system.
Provides new hire training on various topics as needed.
Prepares department reports such as the daily/monthly statistics for the Communications division.
Supports other internal departments with miscellaneous responsibilities including external callouts.
Participates in projects as requested.
Performs additional duties as requested.
Associates degree or equivalent work related experience.
Minimum of 18 months MFSC Communications Division experience, with the last 4 months being in current role at the N10 level or higher.
Strong knowledge of MFSC computer systems and applications.
Expertise with MFS products and services.
Ability to handle multiple tasks at one time, prioritize workload, and work independently.
Strong communication and customer service skills.
Massachusetts Financial Services (aka MFS Investment Management) offers more than 50 mutual funds, as well as annuities, separately managed...