Principle Process Executive - Chennai, Tamil Nadu, India - Equiniti

Equiniti
Equiniti
Verified Company
Chennai, Tamil Nadu, India

2 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description
Management Level

H


Business Division
5300 Equiniti Trust Company, LLC


Business Function/Department
US Shareholder Services


Job Title
Resolution Specialist -Principle Process Executive


Reporting to (Job Title)
Operations Manager


Date
March 2024


Role Summary

  • This role sits within the US Shareholder Services division, Transfer Agency Operations, Customer Care Center, Quality Assurance Team. The Resolution Specialist is responsible for analyzing escalated complaints across Transfer Agency Operations to provide resolution, response, and documentation. Ensure management of complaints resolution to completion, recordkeeping, and escalation in accordance with the procedure. The Resolution Specialist is also responsible to communicate shareholder complaint outcomes with regulatory agencies and executive leadership. _
  • The Resolution Specialist role coordinates with all levels of the business to bring solutions to sensitive shareholder matters and identifies opportunities for continuous improvement. _

Core Duties/Responsibilities

  • Produce custom written complaint responses tailored to mitigate financial and reputational risk
  • Manage multiple complex, unique, time sensitive complaints concurrently
  • Provide timely complaint status and outcomes to stakeholders, including executive leadership and regulatory agencies
  • Coordinate meetings with legal team to review or consult on sensitive matters
  • Request action and resolution updates from department leaders
  • Maintain detailed records of complaints, resolutions, and root causes
  • Prepare responses to regulatory agencies
  • Perform extensive research to resolve problems, inquiries, and complaints
  • Collaborate with various business partners to drive process development and identify opportunities for improvement
  • Document research, communication, and resolution to ensure key data is accurately captured
  • Follow through with all inquiries to ensure resolution
  • Consistently adhere to quality standards, productivity standards, and risk/compliance standards
  • Analyze complaint data and create/disseminate reporting

Skills, Capabilities and Attributes

  • Knowledge of legacy EQ and AST systems including CSW, Cares, Sirius Ability to simplify complex situations and problem solveStrong verbal and written communication skills
- with both external and internal stakeholders

  • High comprehension of risk and compliance requirements, risk mitigation measures, and regulatory compliance standards
  • Transfer agent operations experience Ability to work independently with mínimal guidance and seek clarity and support where appropriateExceptional customer service and professionalism
- pivot tables, charts, etc.

  • Strong analytical skills with high attention to detail and accuracy
  • Ability to write reports to the end user need
  • Ability to learn new tasks with mínimal supervision
  • Ability to prioritize and meet stringent deadlines Selforganization
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