Financial Services Contact Center Team Lead

Financial Services Contact Center Team Lead

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.

You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments.

How You Will Make an Impact

• 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

Required Experience

• 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
• Ability to manage multiple tasks and priorities effectively
• Demonstrated ability to work independently and within a team environment

What Sets You Apart (Preferred 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

Join SS&C Technologies, where innovation meets global opportunities.

SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity. Actual base salary will vary based on several factors, including but not limited to relevant skills, prior experience, education, demonstrated performance, and geographic location. Massachusetts: The expected hourly wage for the position is between $24.00 USD/hour to $37.63 USD/hour.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.