Customer Care Lead

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 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., and Astrella Private Company Solutions, Inc. Learn more at: www.equiniti.com/us

EQ’s 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.

Role Summary

The Customer Care Lead is a vital member of the Customer Solutions Team and is responsible for responding to more complex and escalated issues from internal and external customers. The selected candidate will spend approximately six hours of the day on the phone, taking incoming calls from our Customer Service Reps who need assistance. The other two hours of the day will be spent researching and resolving issues. The ideal candidate for this role will have exceptional customer service skills and an ability to comprehend customer issues and recommend effective solutions.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues, provide coaching to representatives and feedback to managers
• Track and Review data and report trends to management.
• May act as subject matter expert online of business initiatives or projects.
• May provide guidance to less experienced staff
• May act as a Peer coach or as a liaison for higher revenue clients
• Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
• May provide written correspondence and email processing support
• May assist in taking incoming calls from Shareowners during peak times

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

• High school diploma or GED
• Associate or Bachelor degree or the equivalent combination of education, training, or work a plus
• Call center, retail sales or other public-facing work experience
• Proven success as a Shareowner Services Representative within the CCC
• At least 6 months as a Shareowner Services Representative demonstrating satisfactory performance
• Previous Securities Operations experience or related experience preferred such as: fiduciary, finance, financial, financial service, payment, payment management solution, personal banker, securities, security, treasury
• Previous work experience and familiarity within a financial services firm
• Experience in a heightened information security risk management and compliance environment
• Previous experience mentoring or coaching associates
• High motivation with ability to successfully meet individual and team goals
• Financial services experience
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Solid troubleshooting and resolution skill
• Customer service focus with the ability to balance needs of clients, shareholders, and team members

Compensation

• $19.00 – $21.00 hourly

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. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks