Senior Customer Experience Executive

Senior Customer Experience Executive

Management Level

H

Senior Customer Experience Executive

Department: Operations                                                                        Reports to: Team Leader

Role

The Senior Customer Experience Executive will process more complex transaction (referrals) within the process which have been traditionally been processed by experienced UK team members. The Senior Processing Executive will also be required to support the SME by acting as an SME to the more junior team members when required as well as supporting any training.

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 to buy or sell shares within the agreed service standards or answer there queries on the holding.
• 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, including FCA’s Principles for Business.
• 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.
• Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
• You will be following the respective UK/US business holiday calendar.

Competencies and Experience

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

• 12 months experience as a processing agent in respective transactions.
• Proven record of excellent quality and productivity.
• Uses clear and concise speech to communicate effectively and confident in delivery to others.
• Selects appropriate information to complete standard letter.
• Produces accurate and legible written work at all times.
• Deals with a greater level of complex correspondence and acts as SME.
• Uses straightforward personal planning to organise own work effectively.
• Supports the Team Leader in the daily management of the team.
• Knows where to find things and adheres to deadlines.
• An experienced user of all systems within our operation, understanding and able to communicate clearly to others the functions for producing a range of outputs.
• Has an understanding of the main activities of own business unit/area.  Able to communicate this effectively to other team members.
• A good understanding of specified products throughout the India operation.
• Where appropriate is aware of regulatory practices and constraints which impact on own work and those of the team.

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.

Experience Level

Executive Level