Customer Experience Executive _ BLR

Management Level

H

Business Division: Customer Experience Executive - US

Business Function / Department: Operations

Job Title: Senior Customer Experience Executive

Reporting to (Job Title): Team leader

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ India began its operations in 2014 as a Global India Captive Centre for Equiniti, a leading fintech company specialising in shareholder management. Within a decade, EQ India strengthened its operations and transformed from being a capability centre to a Global Competency Centre, to support EQ's growth story worldwide.

Capitalising on India’s strong reputation as a global talent hub for IT / ITES, EQ India has structured the organisation to be a part of this growth story. Today, EQ India has evolved as an indispensable part of EQ Group providing critical fintech services to the US and UK.

EQ’s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries . The Customer Experience Executive will also be required to support the SME by acting as an SME to the more junior team members when required as well as supporting any training

Core Duties/Responsibilities

• Answer inbound calls, emails from Shareholders and assist them to buy or sell shares within the agreed service standards or answer there queries on the holding.
• 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, including FCA’s Principles for Business.
• 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.

Skills, Capabilities and Attributes

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

• 12 months experience as a processing agent in respective transactions.
• Proven record of excellent quality and productivity.
• Uses clear and concise speech to communicate effectively and confident in delivery to others.
• Selects appropriate information to complete standard letter.
• Produces accurate and legible written work at all times.
• Deals with a greater level of complex correspondence and acts as SME.
• Uses straightforward personal planning to organise own work effectively.
• Supports the Team Leader in the daily management of the team.
• Knows where to find things and adheres to deadlines.
• An experienced user of all systems within our operation, understanding and able to communicate clearly to others the functions for producing a range of outputs.
• Has an understanding of the main activities of own business unit/area. Able to communicate this effectively to other team members.
• A good understanding of specified products throughout the India operation.
• Where appropriate is aware of regulatory practices and constraints which impact on own work and those of the team.

Benefits

• 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.