Waddell and Reed

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Ivy Services Representative

at Waddell and Reed

Posted: 10/4/2020
Job Reference #: 2490
Categories: Sales, Customer Service

Job Description

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Job Description

The primary role of this financial industry contact center position is to provide consistent, outstanding service to our mutual fund shareholders invested in Ivy Investments Mutual Funds. In this fast paced, dynamic environment, with focus on providing the best experience, the Ivy Services Representative will interface with a record keeping system to answer account-related questions and process transaction requests. This role requires attention to detail, knowledge application and collaborative information sharing in order to provide the best service for shareholders.

In our employee-centric, supportive environment, those who become proficient and achieve or exceed team and department goals are eligible for opportunities for growth and advancement. Additional systems will be introduced with training to service Financial Advisors on the direct-to-fund platform. With a rewarding and established career path, the successful Ivy Services Representative will continue to grow and transition to advanced business support and service teams.


  • Learn and utilize professional phone skills and adhere to quality standards
  • Be knowledgeable about and able to articulate policies, processes, and procedures
  • Provide information on a mutual fund platform
  • Answer account and transaction-related questions completely and accurately
  • Support shareholders with how-to instructions on forms submissions
  • Provide a value-add experience on every call with proactive and relevant information
  • Perform research and solve complex problems
  • Work closely with other team members and management to improve business procedures
  • Maintain knowledge and adapt to a changing regulatory and business environment
  • Adhere to daily schedule and maintain regular and punctual attendance
  • Maximize availability to field incoming calls
  • Perform with a high level of professionalism


  • High school diploma or equivalent; college degree preferred
  • Obtain the SIE certification and Series 6 Top Off license within 120 days of being hired into the position. If multiple licenses are required, the employee will be provided up to an additional 90 days from the date the previous license was obtained to obtain each additional license
  • Strong interpersonal skills
  • Demonstrated ability to learn and communicate complex and detailed information
  • Proven customer service support experience in demanding, professional environment
  • Ability to frequently adapt to changing information, procedures, and processes
  • Demonstrated regular and predictable attendance and punctuality
  • Excellent verbal and written communication skills
  • Initiative to work independently with little direction and supervision
  • Demonstrated ability to work effectively and professionally with all staff
Job Location
Overland Park, Kansas, United States
Position Type