Call Center Operations Specialist

Broadridge Financial 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

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.