Customer Experience Executive - Chennai, India - Equiniti

Equiniti

Verified Company

Chennai, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Management Level

I

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

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
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 multitask, set priorities and manage time effectively
Adherence to procedures and regulations.
Demonstrate willingness to contribute to team beyond own immediate tasks