Customer Experience Executive

Role Specification – Equiniti India - Operations

Title

Customer Experience Executive

 Area

Equiniti India –US Operations

Date

Reports to

Team Leader

Job Purpose

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction.

 Business Functions:

EQI Operations as team carry out a range of activities in accordance with the predetermined procedure and service standards under appropriate guidance and direction. The scope of these activities will range across all Equiniti's business lines.

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 always.
• 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.

Suggested Performance Measures

 The candidate must demonstrate the following experience, skills and behaviours:

• Timely completion of own work / contribution to team workload
• Meeting targets for accuracy, quality and agreed service levels
• Satisfactory resolution of queries
• Adherence to procedures and regulations
• Contribution to continuous improvement

• Ongoing development of own knowledge and skills
• Demonstrate willingness to contribute to team beyond own immediate tasks
• Quality of support given to colleagues
• Development of technical knowledge and skill

• Contribution to target achievement and team goals

• Successful delivery of task

Key Competencies

• Provide exemplary customer service to our customers
• Deliver quality to our customers
• Drive to improve results and standards
• Working together
• Taking ownership and responsibility
• Leadership
• Technical proficiency

Skills

Oral Communication:

• Uses clear and concise speech to out message across effectively
• Grammatically correct

Written Communication:

• Selects appropriate information to complete standard letter.
• Produces accurate and legible written work at all times.

Self / Work Organisation:

• Uses straightforward personal planning to organise own work effectively
• Knows where to find things and adheres to deadlines

Keyboard / Software Organisation:

• Uses a keyboard on one or more systems, understanding functions for producing a range of outputs

Organisational Awareness:

• Has an understanding of the main activities of own business unit/area.

Procedural / Product / Specialist Knowledge:

• A good understanding of specified products, routine tasks and procedures within own team, including some non-routine activities.
• Where appropriate is aware of regulatory practices and constraints which impact on own work.

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.