Call Center Specialist, Shareholder Services

Broadridge; Newark (NJ); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Broadridge is hiring 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, Client Services, Operations, and third-party vendors to resolve inquiries, track action items, and analyze operational information.

The role requires at least 2 years in client-facing service, strong communication, and proficiency with Outlook/Excel.

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.
• 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

• 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.
• 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 teams to resolve issues and support shareholder-account servicing.

Skills

Customer service

Communication

Analytical thinking

Attention to detail

Multitasking

Outlook & Excel

Team collaboration

Problem-solving

Time management

Education

None

Tools

Microsoft Outlook

Microsoft Excel

PowerPoint

Job description

Broadridge is hiring 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, Client Services, Operations, and third-party vendors to resolve inquiries, track action items, and analyze operational information.

The role requires at least 2 years in client-facing service, strong communication, and proficiency with Outlook/Excel.