- Responds to phone inquiries in a timely, efficient, and professional manner by providing resolution within established standards.
- Candidates must be comfortable using technology working in multiple systems at the same time.
- Performs research during and after calls as needed to resolve problems and inquiries.
- May act as a back-up for inquiries from higher revenue and contractual clients.
- Document call notes ensuring key data is accurately captured in system.
- Representatives must maintain required performance metrics:
- Call quality
- Productivity
- Adherence to schedule
- Risk and Compliance requirements
- Must be flexible regarding both schedule and daily duties.
- Overtime hours may be required based on business needs with advance notice.
- This is a fast-paced call center environment requiring the ability to multi-task and work collaboratively.
- High School diploma or equivalent.
- One year of High Touch Customer Experience.
- Previous Call Center experience.
- Associate or bachelor's degree or the equivalent combination of education, training, or work is preferred, but not required.
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Customer Service Associate - Kansas City, United States - Equiniti
Description
Management Level
I***THIS IS A TEMPORARY ROLE LASTING ABOUT 3-6 MONTHS
Start Date: June 17th
EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,000 employees, it supports 37 million people in 120 countries. EQ's purpose is to care for every customer and simplify every transaction, delivered with less of an impact on the environment. In December 2021 EQ formally moved into private ownership by affiliates of Siris Group Capital, LLC.
EQ US is a leading provider of ownership data management, analytics and advisory services to public and private companies as well as corporate issuers and mutual funds. EQ offers a comprehensive product set, including transfer agency services, cap table management, equity compensation services, proxy solicitation and advisory services, private company solutions and bankruptcy claims administration services. Affiliates include, D.F. King and Co., Inc., Astrella Private Company Solutions, Inc., and Donlin, Recano & Company, Inc. Learn more at:
EQ's Transfer Agency (TA) is an industry leading stock transfer record-keeping provider covering equity investment vehicles, including corporate equity compensation, corporate actions, initial public offerings, associated stock issuances and sub-accounting record-keeping arrangements. EQ is uniquely positioned among the US shareholder record-keeping provider community as a technology and service leader with a 95% client satisfaction rating and 93% shareowner satisfaction rating.
Summary
The Call Center Representative is a vital member of our Customer Care team, responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner.
In this role, you will be interacting on the phone 100 % of the time with shareowners, their representatives, and the investment community supporting activities against share positions held at EQ by Equiniti. The nature of inquires received range from simple to complex and pertain to assisting shareowners and other callers with account related service.
Baseline knowledge of the Financial Services industry would be helpful, but not necessary - if you have strong communication skills, excellent phone etiquette, and both a desire and capacity to learn more about the world of financial services, we can prepare you
Essential Functions/Responsibilities
Workplace Culture and Environment
Preferred
Compensation: Up to $17.00/hourly
Equal Opportunity Statement
We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.
