Call Center Associate

22-3844417 Broadridge Investor Comm Solutions Inc; Edgewood (NY); On-site; USD 34,000 - 41,000; Full time

Job summary

Broadridge Financial Solutions, Inc. is seeking a customer service professional to support call center operations and vendor management. You will monitor service levels, KPIs and assist with inquiries from shareholders and clients, ensuring timely and accurate resolutions.

The role emphasizes analytics, process improvement, and collaboration with internal teams. Strong communication and Excel skills are required for reporting and governance support.

Qualifications

• Minimum of 2 years of client-facing customer service, call center, operations, or related experience.
• Transfer Agent industry experience preferred.
• Experience supporting vendor relationships, operational reporting, or performance tracking preferred.
• Strong interpersonal, oral, and written communication skills.
• Strong analytical, research, troubleshooting, and problem‑resolution skills.
• Demonstrated attention to detail and ability to manage confidential information appropriately.
• Ability to prioritize competing requests, meet deadlines, and follow through on action items.
• Ability to work independently while collaborating with managers, peers, vendors, and internal partners.
• Proficiency in Microsoft Outlook and Excel; experience creating reports and presentations in Excel and PowerPoint preferred.
• Ability to work effectively in a fast-paced team environment.

Responsibilities

• Call Center Operations: Support the Call Center Manager in daily oversight of call center operations and service delivery.
• Monitor call center activity, service levels, quality results, operational KPIs, and trends; Escalate issues and potential service risks promptly.
• Assist with the resolution of inquiries, including shareholder, client, and call center matters.
• Research, document, track, and follow through on inquiries, service requests, and corrective actions.
• Support handling of escalated call center matters and ensure timely, accurate responses.

Skills

Call Center Ops

Vendor mgmt

Data analysis

Communication

Problem solving

Attention to detail

Time management

Excel

Outlook

Team player

Job description

Responsibilities

• Call Center Operations: Support the Call Center Manager in the daily oversight of call center operations and service delivery.
• Monitor call center activity, service levels, quality results, operational KPIs, and trends; Escalate issues and potential service risks promptly.
• Assist with the resolution of internal and external inquiries, including shareholder, client, and call center matters.
• Research, document, track, and follow through on inquiries, service requests, and corrective actions.
• Support the handling of escalated call center matters and help ensure responses are timely, accurate, and consistent with established procedures.
• Maintain working knowledge of Transfer Agency policies, procedures, systems, products, and regulatory requirements.
• Assist with reconciliations, research, analysis, and other operational‑control activities.
• Vendor Management: Support the Call Center Manager in monitoring third‑party call center vendor performance against service expectations, performance objectives, and contractual commitments.
• Help prepare vendor‑management reporting, including service‑level, quality, volume, trend, and issue reporting.
• Track vendor action items, performance feedback, calibration outcomes, and improvement plans; follow up to support timely completion.
• Participate in vendor and internal operational meetings, documenting decisions, issues, and next steps.
• Assist with the preparation of materials for vendor performance reviews, governance meetings, and operational reporting.
• Reporting and Process Improvement: Compile, validate, and distribute recurring call center and vendor‑management reports.
• Analyze data to identify service trends, recurring issues, operational gaps, and opportunities for improvement.
• Assist with quality assurance, training, and process‑improvement initiatives.
• Partner with internal stakeholders to support anticipated call‑volume changes related to mailings, corporate actions, and other shareholder communications.
• Support special projects, transaction expediting, troubleshooting, and service‑delivery initiatives as assigned.
• Internal Collaboration: Work closely with the Call Center Manager, Management, Client Services, Operations, and other functional teams to resolve issues and support shareholder‑account servicing.
• Prepare and issue service instructions to operating units based on internal requests, as appropriate.
• Help ensure required information and other inputs are received in a timely manner to support efficient client service delivery.
• Maintain clear, accurate documentation of requests, actions, issues, and outcomes.

Qualifications

• Minimum of 2 years of client-facing customer service, call center, operations, or related experience.
• Transfer Agent industry experience preferred.
• Experience supporting vendor relationships, operational reporting, or performance tracking preferred.
• Strong interpersonal, oral, and written communication skills.
• Strong analytical, research, troubleshooting, and problem‑resolution skills.
• Demonstrated attention to detail and ability to manage confidential or sensitive information appropriately.
• Ability to prioritize competing requests, meet deadlines, and follow through on action items.
• Ability to work independently while collaborating effectively with managers, peers, vendors, and internal partners.
• Proficiency in Microsoft Outlook and Excel; experience creating reports and presentations in Excel and PowerPoint preferred.
• Ability to work effectively in a fast‑paced team environment.

Compensation

Compensation Range: The salary range for this position is between $25/hr - $30/hr USD. Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, international locations and education.

Benefits

Bonus Eligibility: Bonus Eligible Benefits Information: Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings #LI-PP1

Hiring Practices

Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

Disability Assistance

We recognize that ensuring our long‑term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to [e-mail].

Company Information

Broadridge Financial Solutions (NYSE: BR) is a global technology leader with trusted expertise and transformative technology, helping clients and the financial services industry operate, innovate, and grow. We power investing, governance, and communications for our clients – driving operational resiliency, elevating business performance, and transforming investor experiences. Our technology and operations platforms process and generate over 7 billion communications annually and underpin the daily average trading of over $15 trillion in equities, fixed income, and other securities globally. A certified Great Place to Work®, Broadridge is part of the S&P 500® Index, employing over 15,000 associates in 21 countries.

Culture

Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive, and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success. We believe that our associates are our most important asset. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function‑specific topics through our LinkedIn Learning program.