At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE
The Correspondence Services Representative II position provides customer service and problem resolution assistance either via telephone or in writing.

WHAT YOU WILL DO

• Makes outbound phone calls to resolve rejected paper-based requests, suspicious and privacy incidents, as well as adjustment related inquiries while utilizing all available resources.
• Communicates by letter, fax, and email correspondence with shareholders, participants, broker/dealers and others to verify information and clarify requests or provide appropriate documentation to customers as requested.
• Resolves various financial and non-financial transaction issues as requested by brokers and customers following documented department procedures.
• Meets the department standards for productivity and quality.
• Resolves account problems and questions; initiates and performs research on problems of varying complexity by directing to appropriate work area for resolution.
• Maintains proper documentation of telephone calls.
• Utilize the letter writing platform to respond to MFS customer inquiries in compliance with established policies and procedures.
• Develops proficiency in all work types and functions in the Clarifications and/or Correspondence area.
• Expected to learn and perform additional duties such as letter packaging.

WHAT WE ARE LOOKING FOR

• Associate degree or 1-2+ years of equivalent work experience
• Strong verbal communication and analytical skills
• Strong attention to detail and organizational skills
• General knowledge of Microsoft Office products preferred
• Strong understanding of all products serviced at MFSC
• Customer service experience preferred

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At MFS, we are dedicated to building a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

What we offer:

• Generous time-off provided: including "Responsible time off" for many roles, paid company holidays when the US Stock Exchange is closed, plus paid volunteer time
• Family Focus: Up to 20 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, adoption assistance, generous caregiver leave
• Health and Welfare: Competitive medical, vision and dental plans, plus tax-free health savings accounts with company contributions
• Wellness Programs: Robust wellness webinars, employee assistance program, gym reimbursement through our medical plans, fitness center discounts and more
• Life & Disability Benefits: Company-paid basic life insurance and short-term disability
• Financial Benefits: 401(k) savings plan, Defined Contribution plan- 15% of base salary invested into the Plan, competitive total compensation programs

Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for sponsorship.

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email [email protected] for assistance. 

MFS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the Know Your Rights: Workplace Discrimination is Illegal document and Pay Transparency Nondiscrimination Provision, linked for your reference.