THE ROLE
The Correspondence Services Representative II position provides customer service and problem resolution assistance either via telephone or in writing.

WHAT YOU WILL DO

• Makes outbound phone calls to resolve rejected paper-based requests, suspicious and privacy incidents, as well as adjustment related inquiries while utilizing all available resources.
• Communicates by letter, fax, and email correspondence with shareholders, participants, broker/dealers and others to verify information and clarify requests or provide appropriate documentation to customers as requested.
• Resolves various financial and non-financial transaction issues as requested by brokers and customers following documented department procedures.
• Meets the department standards for productivity and quality.
• Resolves account problems and questions; initiates and performs research on problems of varying complexity by directing to appropriate work area for resolution.
• Maintains proper documentation of telephone calls.
• Utilize the letter writing platform to respond to MFS customer inquiries in compliance with established policies and procedures.
• Develops proficiency in all work types and functions in the Clarifications and/or Correspondence area.
• Expected to learn and perform additional duties such as letter packaging.

WHAT WE ARE LOOKING FOR

• Associate degree or 1-2+ years of equivalent work experience
• Strong verbal communication and analytical skills
• Strong attention to detail and organizational skills
• General knowledge of Microsoft Office products preferred
• Strong understanding of all products serviced at MFSC
• Customer service experience preferred

#LI-HD1