Customer Service Representative - New York Life Investments

About the Role

NYLIM Service Company (NSC) is the transfer agent for New York Life Investments Funds and has responsibility for New Account Setup, Financial and Non-Financial Transactions, Call Center Operations, Correspondence, Quality Control and Quality Assurance, among other things. NSC places customer experience at the forefront of its operations with the responsibility for servicing approximately 450,000 directly serviced accounts. NSC has been recognized as a leader in call center service having been awarded, for 24 years in a row, the "Service Award" by Dalbar, a third-party organization whose awards have been the gold standard for service quality in the financial services industry. We are seeking a detail-oriented, customer-focused professional to join our team in a client services role supporting mutual fund operations. This position offers a comprehensive 2–3 month on-the-job training program, followed by continued mentoring to ensure your success.

Responsibilities

• Participate in structured training to build a strong foundation in mutual fund operations and client servicing.
• Research and resolve inquiries from registered representatives and shareholders regarding their mutual fund accounts.
• Handle inbound phone requests related to redemptions, exchanges, and account maintenance updates.
• Perform quality control reviews of transactions processed by team members to ensure accuracy and compliance.
• Deliver accurate, professional, and timely responses to client inquiries with a focus on exceptional customer service.
• Collaborate effectively within a team environment while managing individual responsibilities.
• Support process improvement by identifying and communicating areas of inefficiency or risk.

Requirements

• Bachelor's degree or equivalent professional experience.
• A dependable, customer service-driven mindset with a strong desire to help others.
• Exceptional communication skills, both verbal and written, with professional phone etiquette.
• Strong attention to detail, organizational skills, and problem-solving abilities.
• A high level of personal accountability, ethical judgment, and decision-making skills.
• Willingness to learn about the financial services industry, particularly mutual funds.
• Availability to work an 8-hour shift between 9:00 AM and 5:00 PM (Eastern Time), Monday through Friday.

Preferred Qualifications

• Previous experience in a corporate or financial services environment.
• Familiarity with mutual fund products and investment terminology.

Pay

Salary Range: $50,000 - $55,000. Overtime eligible: Nonexempt. Discretionary bonus eligible: Yes. Sales bonus eligible: No.

Schedule

Full time remote. Hours: Full-time 37.5 hours a week, possible overtime. Candidates should be flexible to work an 8-hour shift between 9:00 AM – 5:00 PM Eastern time, with a one hour lunch. Monday through Friday, no weekends.

Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.