Call Center Operations & Vendor Management Specialist

Broadridge Output Solutions; Edgewood (NY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Broadridge is seeking a Call Center Associate to support day-to-day call center operations, service delivery, and vendor-management reporting. You will work with the Call Center Manager, Management, Client Services, Operations, and third-party vendors to resolve inquiries and improve performance.

The ideal candidate will have strong communication, analytical, and problem-resolution skills, with 2+ years in customer service.

Qualifications

• 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.

Responsibilities

• 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; elevate 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.
• 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.
• 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.
• 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.

Skills

Customer service

Communication

Attention to detail

Multitasking

Data analysis

Tools

Excel

Job description

Broadridge is seeking a Call Center Associate to support day-to-day call center operations, service delivery, and vendor-management reporting. You will work with the Call Center Manager, Management, Client Services, Operations, and third-party vendors to resolve inquiries and improve performance.

The ideal candidate will have strong communication, analytical, and problem-resolution skills, with 2+ years in customer service.