Customer Experience executive

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.

EQs 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.

Customer Experience Executive

Team : CEC - UK

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, 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 teams 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 Equinitis 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 companys 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.

Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.

You will be following the respective UK business holiday calendar.

Preferred Candidate Experience

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

Excellent communication skills in English; Strong phone and verbal communication skills along with active listening

Proven experience in a customer support role (international)

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

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 (US)

Comprehensive Medical & Life Assurance cover

Maternity leave of 6 months full pay, 10days paid paternity leave

Long Term Incentive Plan (LTIP) for all colleagues

Accidental & Life cover 2 times of concerned CT

Two way cab provided for free of cost.

• 1- 4 years of international voice experienced required
• Immediate joiners are preferred
• Graduation is Mandatory
• UK shift flexible to work in (12pm - 10 pm).

Candidates can directly walk-in to the below mentioned venue.

Rounds of interview

Hr Screening

Voice Assessment

Managerial round

Venue

Equiniti India Pvt Ltd

Address : Block 10, 8th floor, DLF IT Park1 / 124, Mt Poonamalle High Road , RamapuramChennai, Tamil Nadu

Date : 30- to (No walk-ins on weekends)

Timing 12PM -4 PM