Management Level
I
Customer Experience Executive-Correspondence
Department: Operations- EQ US Customer Care Centre Reports to: Team Leader
Role
The Customer Care Specialist position for Correspondence is a multi-functional position fluctuating between written and email correspondence and responding to incoming phone calls. The nature of inquires received range from simple to complex and pertain to assisting shareowners and other requestors with account related instructions and information to complete various transactions.
Business Function
EQ 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 Care Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore. This position is within the EQ US Customer Care Centre.
Core Duties and Responsibilities
- Ability to effectively, efficiently, and professionally communicate to our customers verbally and in writing via various channels (phone, letters, emails, etc.)
- Responds to inquiries in a timely, efficient, and professional manner
- Provides assistance to shareowners and other requestors by acknowledging and answering inquiries, addressing issues, and providing resolution within established standards. Typical inquires received include, but are not limited to:
- Transfer requests and requirements
- Dividend payments
- Reinvestments
- Address changes
- Account information
- Tax inquiries
- Responds to online inquiries and information requests to complete account transactions
- Performs research as needed to resolve problems and inquiries
- Documents notes and ensures key data is accurately captured
- Follows up when inquiry is not immediately resolved
- Escalates calls to next level as appropriate
- Consistently adheres to quality standards, productivity standards, adherence standards, and Risk and Compliance requirements.
- Complies with all Company policies, including but not limited to, attendance, attire, and data security
- Complies with Equiniti’s policies, procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times including but not limited to, attendance, attire, and data security.
Competencies and Experience
The candidate should demonstrate the following experience, skills and behaviours:
- Strong Writing Skills: Ability to communicate clearly and concisely through written letters. This includes proper grammar, punctuation, and spelling.
- Proficient in written communication, demonstrating clarity and brevity in composing letters.
- Consistently adheres to quality, productivity, adherence standards, and Risk and Compliance requirements
- Complies with Equiniti’s policies, procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times including but not limited to, attendance, attire, and data security.
- Always undertakes the duties of this role in accordance with the requirements of the company’s Regulators, including SEC Principles for Business.
- Completes work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
- Ensures that work and ethics comply with all security arrangements of both physical and information.
- The position will be in-office with an assigned schedule.
- Breaks will be scheduled and compliance is required to ensure that Service Level Agreements are met.
- US business shift hours and US holiday calendar will be observed.
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.