Financial Services Contact Center Team Lead (Fintech)

Location: Braintree, Massachusetts, or Kansas City, Missouri; hybrid preferred, with remote work available for the right candidate based on location.

Company

SS&C provides technology and operational solutions for financial services and healthcare organizations worldwide.

What you will do

• Process mutual fund transactions while maintaining a customer-focused service experience.
• Resolve complex customer interactions, including escalations, trade entry, account inquiries, and research requests.
• Evaluate operational issues and recommend proactive, innovative solutions.
• Support and guide less experienced contact center team members.
• Identify process improvements and recommend new procedures.
• Deliver consistent, high-quality service across contact center interactions.

Requirements

• High school diploma and 4+ years of related experience.
• Contact center experience.
• Strong problem-solving and decision-making skills within structured procedures.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks and priorities effectively.
• Ability to work independently and collaboratively.

Nice to have

• Experience as a senior agent or team lead.
• Background in financial services or mutual fund operations.
• Experience mentoring or guiding team members.
• Knowledge of contact center workflows and escalation handling.
• Process improvement experience.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off, holidays, and parental leave.
• Professional development reimbursement opportunity.
• Exposure to modern platforms, industry experts, and large-scale enterprise environments.