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Customer Service Specialist

Greenfield, Massachusetts
Job Type
28 Oct 2020
Job Purpose
Provides high quality and cost effective customer service to Virtus shareholders including retail mutual fund, closed end, institutional and stock customers. Interacts with outsourced service providers to ensure accurate and timely service is being delivered to Virtus customers.

§ FINRA Series 6 required
§ Effective interpersonal and communication skills (oral/written) with demonstrated ability to collaborate with and positively influence diverse audiences both inside/outside the company and at all levels of the organization.
§ Ability to independently multi task and rapidly change focus as business needs dictate while effectively working with others in a team setting.
§ Ability to create and interpret detailed technical or complex documents and problems and provide the appropriate feedback to vendors / management as needed. Develop and enhance industry and product knowledge in order to effectively communicate and build credibility with financial advisors and clients.
§ Fluent in general office software including but not limited to word, excel, email, report writing tools and the strong potential to develop new software skills.

Job Requirements:
§ Provides accurate, time sensitive and cost effective services to our mutual fund and stock customers through telephone or written inquiries that enhance customer value and contributes to the overall success of our business. Current product lines may include but not limited to institutional, retail mutual fund, closed end and corporate stock customers.
§ Works closely with outsourced service providers (BNY Mellon, Computershare, others) to ensure adherence to high quality and quantity standards. Researches and provides information on operational processes as required and ensures service providers policies and procedures are being followed. Has an in-depth understanding of the various workflow and administrative systems.
§ Responsible for drafting policies and testing procedures to adhere to industry and compliance standards. Responsible for monitoring various daily control routines and documenting results. Works closely with MFS management to ensure compliance and operational processes are developed and functional and that they satisfy new or changing corporate policies, SEC, FINRA or other applicable industry or regulatory regulations. Offers solutions and proposes alternatives with minimal management support.
§ Assists with preparing responses to inquiries by the SEC, auditors or other regulatory agencies.
§ Responsible for ongoing research of mutual fund industry to keep current with industry standards, laws and regulations.
§ Performs a variety of duties as required by management with periodic supervision and feedback.
§ Actively and professionally participates, leads or facilitates meetings, training or other events.
§ Maintain appropriate attendance standards and adherence to Virtus policies including telephone staffing schedule.
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  • Job Reference: 186222671-2
  • Date Posted: 28 October 2020
  • Recruiter: Virtus Investment Partners
  • Location: Greenfield, Massachusetts
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent