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Mutual Fund Customer Service Representatives

Work Environment

Many customer service representatives (CSRs) work in telephone call centers, which typically consist of a large room with dozens (or more) colleagues at small cubicles or in an open-floorplan setting. This environment can be crowded and noisy. Working as a CSR can be stressful as a result of interactions with dissatisfied or demanding customers and because many companies require CSRs to maintain a minimum internal call monitoring score that includes meeting targets for service time and accuracy of information. Customer service shifts in the mutual fund industry can start as early as 7 a.m. and end as late as 10 p.m. CSRs may be required to work on weekends. As a result of these conditions, there is a lot of turnover in this occupation, with many CSRs using the job as a steppingstone to associate or analyst positions.

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