Customer Experience Executive

Equiniti India Pvt Ltd; Suggatta; On-site; INR 400,000 - 500,000; Full time

Job summary

Equiniti India Pvt Ltd is seeking a Customer Experience Executive at Management Level I to support shareholders with buying and selling shares and handling queries. The role operates from India (Chennai/Bangalore) and aligns with UK/US/Ams groups, following predefined procedures and service standards.

Key duties include handling inbound communications, ensuring compliance with regulations, and contributing to team workload while striving for service excellence.

Qualifications

• Excellent communication skills and active listening.
• Ability to work US shifts.
• Experience in a customer support role.
• Ability to meet targets for accuracy, quality and service levels.
• Familiarity with CRM systems and data protection basics including AML.
• Customer focus and adaptability to different personalities.
• Ability to multitask, set priorities and manage time effectively.
• Adherence to procedures and regulatory requirements.

Responsibilities

• Answer inbound calls and emails from shareholders and assist with queries within service standards.
• Assist shareholders to buy or sell shares within service standards.
• Respond to basic queries and escalate to senior colleagues when appropriate.
• Contribute to completion of the team’s workload.
• Identify opportunities to improve processes and service.
• Operate within Equiniti's procedures and regulatory requirements.
• Work according to the US business holiday calendar.
• Maintain security and quality standards.

Skills

Excellent communication

Customer support

Meeting targets

CRM familiarity

Data protection AML

Customer focus

Multitasking

Adherence to procedures

Team contribution

US shifts

Tools

CRM systems

Job description

Customer Experience Executive Management Level I

Customer Experience Executive Team : CEC - US

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.
• 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 US business holiday calendar.

Competencies and Experience

• Excellent communication skills; Strong phone and verbal communication skills along with active listening.
• Should be able to work in US shifts.
• 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.

Experience Level Executive Level