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    Customer Experience Executive - United Kingdom - Equiniti

    Equiniti
    Equiniti United Kingdom

    3 weeks ago

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    Description

    This policy covers all of including Selector, Pensions Client Portal and the Equiniti Privacy Centre

    Customer Experience Executive page is loaded

    Customer Experience Executive

    Apply locations Bengaluru - Unit 3 time type Full time posted on Posted 2 Days Ago job requisition id R12539

    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 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 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

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

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

    We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

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    Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.

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