Management Level
HEQ, Next Starts Now
We are EQ, a fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. Our 5,000 employees support over 20 million shareholders and 12,000 leading organizations globally. EQ’s mission is to digitize every aspect of shareholder interaction, making investments more accessible, transparent and more engaging than ever before.
With the integration of Notified, EQ is the only global technology partner dedicated to both public relations and investor relations solutions.
Role Summary
The Customer Solutions Lead is a vital member of the Customer Solutions Team and is responsible for responding to more complex and escalated issues from internal and external customers.
The selected candidate will spend approximately six hours of the day on the phone, taking incoming calls from our Customer Service Reps who need assistance. The other two hours of the day will be spent researching and resolving issues.
The ideal candidate for this role will have exceptional customer service skills and an ability to comprehend customer issues and recommend effective solutions.
Core Duties/Responsibilities
The successful candidate will be responsible for the following:
Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues, provide coaching to representatives and feedback to managers
Track and Review data and report trends to management.
May act as subject matter expert on line of business initiatives or projects.
May provide guidance to less experienced staff
May act as a Peer coach or as a liaison for higher revenue clients
Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
May provide written correspondence and email processing support
May assist in taking incoming calls from Shareowners during peak times
Skills, Capabilities and Attributes
The successful candidate will demonstrate the following experience, skills and behaviors:
4-5 years of Contact Center experience in the Shareowner Relations Call Center
2 years of experience in Equity Plans and Employee Stock Purchase Plan preferred
Previous experience mentoring or coaching associates
High motivation with ability to successfully meet individual and team goals
Financial services experience
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Solid troubleshooting and resolution skill
Customer service focus with the ability to balance needs of clients, shareholders, and team members
Compensation
We offer a base rate in the range of $21.00 - $24.00 hourly, commensurate with experience and location.
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.