Transfer Agency Contact Center Supervisor

Location: Hartford, CT (Onsite)

Schedule: Monday–Friday, 8AM–6PM EST (shifted hours)

Overview

Lead a team of contact center specialists supporting transfer agency operations. Responsible for driving service excellence, managing daily operations, and ensuring compliance while handling escalations and improving client experience.

Key Responsibilities

• Supervise and coach a team to meet service, quality, and productivity goals

• Oversee shareholder transactions (purchases, redemptions, exchanges, account updates)

• Manage escalations and ensure high-quality client service

• Monitor performance metrics (SLAs, NPS, quality) and drive improvements

• Ensure compliance with regulatory and internal policies

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Required Qualifications

• Supervisor or Team Lead experience in a contact center environment (REQUIRED)

• 4+ years of customer service experience, preferably in financial services

• Experience in transfer agency, brokerage operations, or investment services (REQUIRED)

• Strong leadership, communication, and problem-solving skills

• Ability to work onsite and flexible shifts between 8AM–6PM EST