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Assist shareholders by phone and email with buying or selling shares, answer holding-related queries, follow service standards and regulatory procedures, and escalate complex issues appropriately. Contribute to team workload, identify process improvements, support daily team management, act as a subject matter expert for junior colleagues, and assist with training. Maintain accurate written and verbal communication while using operational systems effectively.
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Handle inbound calls and emails from shareholders to answer queries and assist with buy/sell transactions within service standards. Escalate complex issues, meet quality and volume targets, follow procedures and regulatory requirements, and support team workload while improving processes.
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Assists shareholders with buying and selling shares, answers inbound calls and emails, resolves customer queries, and escalates complex issues. Meets accuracy, quality, volume, and service-level targets while following operational, regulatory, data protection, AML, security, and quality procedures. The role requires strong communication, active listening, multitasking, customer focus, CRM familiarity, and willingness to work US shifts.
Management Level
ICustomer Experience ExecutiveTeam : CEC - US Reports to: Team Leader
RoleTo assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries.
Business FunctionEQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.
Core Duties and Responsibilities- Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
- Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
- Respond to basic queries referring to senior colleagues where appropriate.
- Contribute to the completion of the team’s workload.
- Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
- Undertake duties at a similar level as required.
- Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
- Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
- Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
- Ensure that all work is undertaken within the quality system.
- Ensure that work and ethics comply with all security arrangements both physical and information.
- Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
- You will be following the respective US business holiday calendar.
The candidate should demonstrate the following experience, skills and behaviours:
- Excellent communication skills; Strong phone and verbal communication skills along with active listening.
- Graduation/Degree in any field
- Should be able to work in US shifts.
- Proven experience in a customer support role
- Meeting targets for accuracy, quality, volume and agreed service levels
- Familiarity with CRM systems and practices
- Basic understanding of data protection principles and knowledge in AML
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Adherence to procedures and regulations.
- Demonstrate willingness to contribute to team beyond own immediate tasks
Benefits:
- Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:
- 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives
- Business related certification expense reimbursement
- Comprehensive Medical Assurance coverage for dependents & Parents
- Cab transport for staff working in UK & US shift
- Accidental & Life cover 3 times of concerned CTC
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.
Equiniti Chennai, Tamil Nadu, IND Office
Block 10, 8th Floor, DLF IT Park, Chennai, India
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