Customer Experience Executive

Equiniti India Pvt Ltd; Suggatta; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

3 days additional leaves

Certification expense reimbursement

Medical assurance coverage

Cab transport for UK & US shifts

Accidental & life cover

Job summary

Equiniti India Pvt Ltd is seeking a Customer Experience Executive to support shareholders buying and selling shares. The role involves handling inbound calls and emails, adhering to service standards, and escalating complex queries as needed.

Candidates should have excellent communication skills, a degree in any field, and be comfortable working US shifts. Familiarity with CRM systems and AML/data protection basics is preferred. This is a permanent, on-site role based in India.

Qualifications

• Excellent communication and active listening required.
• Experience in a customer support role.
• Graduation/Degree in any field.
• Must be able to work in US shifts.
• Familiarity with CRM systems and practices.
• Basic understanding of data protection and AML concepts.
• Ability to multitask and manage time effectively.
• Adherence to procedures and regulations.
• Willingness to contribute to the team beyond own tasks.

Responsibilities

• Answer inbound calls and emails from shareholders within service standards.
• Assist shareholders to buy or sell shares following procedures.
• Respond to basic queries with escalation as needed.
• Contribute to the team’s workload and improve processes.
• Ensure compliance with Equiniti procedures, standards, and regulatory requirements.
• Work in alignment with US shifts and holiday calendar.

Skills

Excellent communication skills

Active listening

Strong phone skills

CRM familiarity

Data protection basics

AML knowledge

Time management

Procedural compliance

Team collaboration

Education

Graduation/Degree in any field

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

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

• Excellent communication skills;
• Strong phone and verbal communication skills along with active listening.
• Graduation/Degree in any field
• 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

Benefits

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 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.

Experience Level Executive Level