Process Executive Leader
3 weeks ago
Job Title: Resolution Specialist – Principle Process Executive
Job Summary:
We are seeking a highly skilled Resolution Specialist to join our team at Equiniti Trust Company, LLC. As a key member of our US Shareholder Services department, you will be responsible for managing complex complaints and providing timely resolutions to stakeholders.
Key Responsibilities:
- Produce custom written complaint responses to mitigate financial and reputational risk
- Manage multiple complex complaints concurrently, ensuring timely resolutions and effective communication with stakeholders
- Coordinate meetings with the legal team to review sensitive matters and request action and resolution updates from department leaders
- Maintain detailed records of complaints, resolutions, and root causes, and prepare responses to regulatory agencies
- Perform extensive research to resolve problems, inquiries, and complaints, and collaborate with business partners to drive process development and identify opportunities for improvement
- Document research, communication, and resolution to ensure key data is accurately captured, and follow through with all inquiries to ensure resolution
- Analyze complaint data and create/disseminate reporting to inform business decisions
Requirements:
- Knowledge of legacy EQ and AST systems, including CSW, Cares, and Sirius
- Ability to simplify complex situations and problem solve, with strong verbal and written communication skills
- High comprehension of risk and compliance requirements, risk mitigation measures, and regulatory compliance standards
- Transfer agent operations experience, with ability to work independently and seek clarity and support where appropriate
- Exceptional customer service and professionalism, with ability to navigate multiple computer systems and applications
- Strong analytical skills, with high attention to detail and accuracy, and ability to write reports to the end user need
- Ability to learn new tasks with minimal supervision, and prioritize and meet stringent deadlines
Equiniti is an equal opportunities employer.
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