Customer Experience Executive

7 days ago

Chennai, India Equiniti Full time

Management Level

I

**Customer Experience Executive**:
**Team **:CEC - US **Reports to**:Team Leader

**Role**:
To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries.

**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 Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

**Core Duties and Responsibilities**:

- 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.
- 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.

**Competencies and Experience**:

- Excellent communication skills; Strong phone and verbal communication skills along with active listening.
- Should be able to work in US shifts.
- Proven experience in a customer support role
- Meeting targets for accuracy, quality, volume and agreed service levels
- Familiarity with CRM systems and practices
- Basic understanding of data protection principles and knowledge in AML
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Adherence to procedures and regulations.
- Demonstrate willingness to contribute to team beyond own immediate tasks

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