Customer Care Specialist

4 weeks ago

Mendota Heights, Minnesota, United States Equiniti Full time

Management Level

I

EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,000 employees, it supports 37 million people in 120 countries. EQ's purpose is to care for every customer and simplify every transaction, delivered with less of an impact on the environment. In December 2021 EQ formally moved into private ownership by affiliates of Siris Group Capital, LLC.

EQ US is a leading provider of ownership data management, analytics and advisory services to public and private companies as well as corporate issuers and mutual funds. EQ offers a comprehensive product set, including transfer agency services, cap table management, equity compensation services, proxy solicitation and advisory services, private company solutions and bankruptcy claims administration services. Affiliates include, D.F. King and Co., Inc., Astrella Private Company Solutions, Inc., and Donlin, Recano & Company, Inc. Learn more at:

The Customer Care Specialist position is a multi-functional position fluctuating correspondence and responding to incoming phone calls. The nature of inquires received range from simple to complex and pertain to assisting shareowners and other requestors with account related instructions and information to complete various transactions.

Essential Functions/Responsibilities

Provides processing and phone support, effective written and verbal communications and explanations:

  • Ability to effectively, efficiently, and professionally communicate to our customers verbally and in writing via various channels (phone, letters, emails, etc.)
  • Responds to inquiries in a timely, efficient, and professional manner
  • Provides assistance to shareowners and other requestors by acknowledging and answering inquiries, addressing issues, and providing resolution within established standards. Typical inquires received include, but are not limited to:
    • Transfer requests and requirements
    • Dividend payments
    • Reinvestments
    • Address changes
    • Account information
    • Tax inquiries
  • Responds to online inquiries and information requests to complete account transactions
  • Performs research as needed to resolve problems and inquiries
  • Documents notes and ensures key data is accurately captured
  • Follows up when inquiry is not immediately resolved
  • Escalates calls to next level as appropriate
  • Consistently adheres to quality standards, productivity standards, adherence standards, and Risk and Compliance requirements.
  • Complies with all Company policies, including but not limited to, attendance, attire, and data security

The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads.

Education Requirements:

High School/GED

Experience Requirements:

  • Starting position in the Call Center, typically requires 3+ months of previous customer service experience involving written and verbal communication.

Minimum Experience, Knowledge, Skills and Abilities:

  • Previous customer service experience
  • Proficient use of Microsoft Office, with demonstrated capability in Word, Excel
  • Must be able to effectively read, write and speak English
  • Experience with written communication in a professional environment.

Additional Pertinent Information

  • Required to work scheduled hours to successfully perform the job responsibilities
  • May work additional hours as business needs require
  • Frequently subjected to interruptions, multiple calls and inquiries
  • The noise level in the work environment is usually quiet to moderate

Compensation

  • $23 - $24 Hourly

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.

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