Transfer Agency Contact Center Supervisor

Responsible for driving service excellence, managing daily operations, and ensuring compliance while handling escalations and improving client experience. • Experience in transfer agency, brokerage operations, or investment services (REQUIRED) .

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 


 
--- 
 
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