Customer Care Associate

Management Level

I

About EQ Shareholder Services

EQ Shareholder Services provides comprehensive solutions to support organizations throughout their corporate lifecycle, including managing shareholder engagement, maintaining stock registers, facilitating ownership transfers, enabling shareholder meetings, paying dividends, supporting IPOs, and administering employee equity plans. We are dedicated to revolutionizing shareholder services by developing digital solutions that facilitate dematerialization for issuers and shareholders. Our mission is to digitize the way shareholders hold their shares, engage with their investments, and interact with us.

 

We pride ourselves on being at the forefront of innovation, providing a digital-first experience that sets us apart. Our recent acquisition of Notified has expanded our capabilities in investor relations and communications, making us the only global technology partner dedicated to serving both public relations and investor relations solutions.

 

Our commitment to acting quickly on our clients' needs, strengthens and demonstrates our #ClientObsessedApproach, ensuring we deliver exceptional service and support.

 Role Summary

The Customer Care Associate is a vital member of our Customer Care team, responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner.

In this role, you will be interacting on the phone 100% of the time with shareowners, their representatives, and the investment community supporting activities against share positions held at EQ by Equiniti.  The nature of inquiries received range from simple to complex and pertain to assisting shareowners and other callers with account-related service.

Baseline knowledge of the Financial Services industry would be helpful, but not necessary – if you have strong communication skills, excellent phone etiquette, and both a desire and capacity to learn more about the world of financial services, we can prepare you!

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Responds to phone inquiries in a timely, efficient, and professional manner by providing resolution within established standards 
• Candidates must be comfortable using technology working in multiple systems at the same time
• Performs research during and after calls as needed to resolve problems and inquiries
• May act as a back-up for inquiries from higher revenue and contractual clients
• Document call notes ensuring key data is accurately captured in system.
• Representatives must maintain required performance metrics:
  • Call quality
  • Productivity
  • Adherence to schedule
  • Risk and Compliance requirements

 

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills, and behaviors:

• Must have 9 months of experience with in CCA role for EQ
• Must be flexible regarding both schedule and daily duties 
• Overtime hours may be required based on business needs with advance notice
• This is a fast-paced call center environment requiring the ability to multi-task and work collaboratively
• High School diploma or equivalent
• 9 months of High Touch Customer Experience 
• Associate or bachelor's degree or the equivalent combination of education, training, or work is preferred, but not required

 

Compensation:

• $18.50 - $19.50 hourly

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.