Financial Services Contact Center Team Lead

About the role

The Financial Services Contact Center Team Lead provides high-quality support for mutual fund transaction processing while delivering a strong customer experience. This role combines advanced problem-solving, leadership support, and operational expertise to handle complex inquiries, guide team members, and drive process improvements.

Responsibilities

• Process mutual fund transactions with a strong customer-focused approach
• Provide proactive and innovative solutions to client inquiries
• Handle complex customer interactions including escalations, trade entry, account inquiries, and research requests
• Apply advanced functional knowledge to evaluate issues and recommend solutions
• Support and guide less experienced team members in a leadership capacity
• Identify and recommend process improvements and new procedures
• Deliver consistent, high-quality service across all contact center interactions

Requirements

• High school diploma with 4+ years of related experience
• Contact center experience required
• Strong problem-solving and decision-making skills within structured procedures
• Excellent communication and customer service skills
• Able to manage multiple tasks and priorities effectively
• Demonstrated ability to work independently and within a team environment

Qualifications

• Experience in a senior agent or team lead capacity
• Background in financial services or mutual fund operations
• Proven ability to mentor or guide team members
• Strong understanding of contact center workflows and escalation handling
• Process improvement mindset with the ability to suggest enhancements

Skills

• Advanced problem-solving and decision-making skills
• Excellent communication and customer service skills
• Ability to manage multiple tasks and priorities
• Leadership and mentoring abilities
• Process improvement mindset

Benefits

• Comprehensive total rewards package including medical, dental, and vision coverage
• 401(k) plan with company match
• Paid time off, holidays, and parental leave
• Professional development reimbursement opportunity

Pay

Massachusetts: The expected hourly wage for the position is between $24.00 USD/hour to $37.63 USD/hour.

Schedule

Hybrid preferred – open to remote for the right candidate based on location.