Responsible for all forms of communication with Pioneer shareholders, registered representatives, banks, etc. as needed to resolve problems and answer questions regarding mutual fund accounts. Must demonstrate proficiency in Pioneer’s product line and possess a strong knowledge of operational policies, procedures and compliance requirements.
Utilize written correspondence to service shareholders and registered representatives. Identify appropriate use of canned letters and combine free form writing to tailor their correspondence to the audience.
Communicate via telephone with shareholders and registered representatives demonstrating appropriate telephone technique by being attentive, helpful and professional at all times.
Handle email inquiries that come into the Ask Pioneer email box.
Communicate with operations vendor and provide feedback on rejected items. Exercise sound judgment when applying ease of doing business guidelines for exception processing when appropriate.
Provide support and guidance for other departments regarding problem solving, legal requirements and escalated account and customer issues. Support Client Services phone queues.
Be proactive in identifying process changes that may improve the overall efficiency and effectiveness of the Shareholder Correspondence department or other departments.
Perform workflow, training coordination and peer training as needed.
Maintain accuracy and productivity at or above the department standard.
EDUCATION & EXPERIENCE:
High School diploma / equivalent work experience
12 months experience in financial services
Customer Service and business writing experience
Knowledge of DST, AWD and EnCorr applications
Strong quality and client service focus
Excellent communication, organization, and time management skills
Solid understanding of financial services industry
Pioneer Investments - 23 months ago