Complaints Handler

Greetings from Equiniti India.

Company Overview:

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 provide timely and accurate complaint responses and Internal Dispute Resolution (IDR). Resolve a variety of high-level complex complaints from Members, Representatives, Actuaries, Trustees, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS) and The Pensions Ombudsman (TPO).

Core Duties/Responsibilities

• The successful candidate will be responsible for the following:
• Working collaboratively and in partnership with stakeholders using their knowledge and understanding of complaints handling, pensions and related issues.
• Establishing effective working relationships with key personnel.
• May act as a Lead.
• Coordinating and facilitating the work of others.
• Contribute towards the quality and compliance process, through the checking of casework where appropriate.
• Identifying key issues and patterns from data
• Completion of targeted work and to the required level of accuracy.
• Working well within teams and supporting colleagues.
• Professional communication in both written and oral forms.
• Identify own training needs.

Skills, Capabilities and Attributes

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

Essential

• Complaint handling/IDR experience.
• Numerate, articulate, strong attention to detail, excellent grammatical skills and able to present complex information in plain English.
• Able to persuade and influence others to achieve agreed objectives.
• Experience of dealing with stakeholder groups/external organisations.
• Analytical thinker with an enquiring mind.
• Advanced and specialised expertise developed through job related training and work experience

Desirable

• Pensions experience.
• A good working knowledge of pensions administration software.

Location: Chennai & Bengaluru

Eligibility Criteria:

2- 6 years of experience in Complaint handling

Fintech preferable

Excellent communication verbal & written

Escalation handling

Benefits:

• Being a permanent member of the team at EQ you will be rewarded by our company benefits; these are just a few of what is on offer:
• 31 days + 9 bank holidays (UK)
• Comprehensive Medical Assurance cover
• Two-way cab transport for staff working in UK & US shift
• Maternity leave of 6 months full pay, 10days paid paternity leave
• Accidental & Life cover 3 times of concerned CTC

Skills Required
Attention To Detail