Customer Care Associate - Call Center

Notified; Milwaukee (WI); On-site; USD 23,000 - 32,000; Full time

Job summary

EQ is seeking a Customer Care Associate to join its Customer Experience team. The role involves handling inbound calls from shareholders and the investment community, delivering professional service, and resolving inquiries with accuracy.

Temporary 6–9 months, full-time hours, onsite in Milwaukee, WI or Mendota Heights, MN, with potential overtime and cross-system work. A high school diploma is required and prior financial services exposure is helpful.

Qualifications

• One year of high-touch call center experience.
• Excellent communication skills and phone etiquette.
• Flexible regarding both schedule and daily duties.
• Overtime hours may be required based on business needs with advance notice.
• High School diploma or equivalent.

Responsibilities

• Handle incoming phone inquiries from shareholders, their representatives, and the investment community.
• Provide timely, efficient, and professional assistance to account-related service requests.
• Research and resolve issues during and after calls as needed.
• Document call notes and ensure data is captured accurately in the system.
• Back-up support for inquiries from higher revenue and contractual clients.

Skills

Call center experience

Excellent communication

Flexible schedule

Multi-tasking

Education

High School diploma

Job description

Location: Onsite in either Milwaukee, WI or Mendota Heights, MN

Temporary Assignment: 6-9 months, Full-time hours

EQ, Next Starts Now We are EQ, a fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. Our 5,000 employees support over 20 million shareholders and 12,000 leading organizations globally. EQ's mission is to digitize every aspect of shareholder interaction, making investments more accessible, transparent and more engaging than ever before. With the integration of Notified, EQ is the only global technology partner dedicated to both public relations and investor relations solutions.

Role Summary

The Customer Care Associate is a vital member of our Customer Experience team, responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Phone interactions 100% of time in role with shareowners, their representatives, and the investment community supporting activities against share positions
• Inquires received range from simple to complex and pertain to assisting shareowners and other callers with account related service
• Baseline knowledge of the Financial Services industry would be helpful, but not necessary
• Responds to phone inquiries in a timely, efficient, and professional manner by providing resolution within established standards.
• Candidates must be comfortable using technology working in multiple systems at the same time
• Performs research during and after calls as needed to resolve problems and inquiries
• May act as a back-up for inquiries from higher revenue and contractual clients
• Document call notes ensuring key data is accurately captured in system
• Representatives must maintain required performance metrics:
• Call quality
• Productivity
• Adherence to schedule
• Risk and Compliance requirements

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

• One year of high-touch call center experience
• Must be flexible regarding both schedule and daily duties
• Excellent communication skills and phone etiquette
• Overtime hours may be required based on business needs with advance notice
• Fast-paced environment requiring multi-tasking abilities and collaboration
• A desire and capacity to learn more about the world of financial services
• High School diploma or equivalent

Compensation

• $20.00 hourly

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. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks