Analyst, Retail Client Experience Management

About this role

BlackRock’s purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals.

What team will you be on?

Do you want to use your unique background to make an impact on the clients we service in a culture that thrives on quality, innovation, collaboration, and accountability? Do you thrive in a data environment where analytical and problem resolution proficiencies are key? Are you looking to advance your career? Look no further!

The Retail Client Experience Management team, based in Boston, is responsible for providing the highest quality customer service to shareholders, prospective shareholders, and Financial Professionals. Additionally, we look after issue resolution, build and manage relationships with clients through verbal and written communications, and partner with departments throughout BlackRock.

Why is your role important?

At BlackRock, we are seeking a Retail Client Experience Management Analyst who is curious, collaborative, analytical, and hardworking to become part of our team. We recognize that strength comes from diversity, and will embrace your rare skills, inquisitiveness, and passion while giving you the opportunity to grow professionally and as an individual. This is a phenomenal opportunity to build your professional foundation with the support of your managers to get to the next stage of your career at BlackRock, including the opportunity and support to obtain FINRA licenses.

Role Responsibilities

• Respond to telephone inquiries regarding account status (i.e. account balances, trade / maintenance history, etc.), legal requirements, fund operations, and information on BlackRock products such as service options, fund performance, pricing, yields, portfolio characteristics, historical figures, tax implications, and other mutual fund specific information.

• Assist customers with accessing and navigating the website and voice response unit.

• Partner with other teams across the firm to meet departmental quality standards and ensure a smooth flow of operation.

• Process telephone transactions as requested by shareholders or their representatives using the on-line transfer agency system. Transactions include (but are not limited to) redemptions, exchanges, adjustments, and account maintenances. Check work to ensure accuracy of transactions.

• Actively support report distribution, account research using various resources, respond to written customer inquiries, and assist other departments.

• Run ad-hoc projects assigned by supervisors.

Experience

• Bachelor’s degree preferred

• Desire to learn mutual fund industry from ground up (some knowledge of industry is a plus)

• Ability to effectively work in a fast-paced environment, multi-task, and meet deadlines

• Excellent verbal and written communication skills

• Strong customer service orientation

• Ability to interact as a team member and maintain a flexible demeanor

• Ability to work flexible hours Monday through Friday (shifts are 8:00am ET - 5:00pm ET and 9:00am ET - 6:00pm ET), including limited overtime when vital

For Boston, MA Only the salary range for this position is USD$59,000.00 - USD$90,000.00 which is the equivalent of USD$28.37 - USD$43.27 per hour. Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

 

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email [email protected]. All requests are treated in line with our privacy policy.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.