Customer Experience Executive

Equiniti; Chennai District; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Additional leaves

Education/certification reimbursement

Medical coverage for dependents & 2

Cab transport for UK/US shift

Life cover

Job summary

Equiniti is seeking a Customer Experience Executive to assist shareholders in buying and selling shares per established procedures and service standards. The role includes handling inbound calls and emails and supporting the SME team as needed.

The candidate will contribute to team workload, improve processes, and ensure compliance with regulatory requirements while delivering high-quality customer service across EQ India operations.

Qualifications

• Proven record of excellent quality and productivity.
• Clear and concise speech for effective communication.
• Ability to handle standard correspondence and produce accurate written work.
• Supports Team Leader in daily management and meets deadlines.
• Familiarity with regulatory practices within financial services.

Responsibilities

• Answer inbound calls and emails from shareholders to assist with buying/selling shares within service standards.
• Assist shareholders with queries and basic information; escalate to seniors when needed.
• Contribute to completing the team’s workload and improve processes.
• Support SME to junior team members and provide training when required.
• Adhere to regulators' principles and requirements in daily duties.

Skills

Customer service

Communication

Quality focus

Productivity

Team support

Job description

Management Level H 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 India began its operations in 2014 as a Global India Captive Centre for Equiniti, a leading fintech company specialising in shareholder management. Within a decade, EQ India strengthened its operations and transformed from being a capability centre to a Global Competency Centre, to support EQ's growth story worldwide. Capitalising on India’s strong reputation as a global talent hub for IT / ITES, EQ India has structured the organisation to be a part of this growth story. Today, EQ India has evolved as an indispensable part of EQ Group providing critical fintech services to the US and UK. 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

Customer Experience Executive

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries. The Customer Experience 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

Core Duties/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.
• Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators, including FCA’s Principles for Business.

Competencies and Experience

• 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.

Benefits

• 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives
• Business related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents
• Cab transport for staff working in UK & US shift
• Accidental & Life cover 3 times of concerned CTC

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.

Equiniti is a global fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. With more than 5,000 employees supporting over 20 million shareholders and 15,000 organizations worldwide, our mission is to digitize and modernize every aspect of shareholder interaction. Equiniti is uniquely positioned as the only global technology partner serving both investor relations and public relations professionals, creating a powerful platform at the intersection of reputation, disclosure, and engagement.