Customer Account Specialist

4 weeks ago

Ridgefield Park, United States Equiniti Full time

Job Description

***This is a hybrid role--must be located near Ridgefield Park, NJ

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: www.equiniti.com/us

Summary

This Account Associate is the primary interface with customers of EQ Unify. This position is responsible for answering/placing inbound & outbound phone calls from potential customers, educating them regarding unclaimed property and their accounts, and determining their eligibility to file claims for assets that are at risk of turning over to the state. This is a customer service and sales role in which this individual works independently in multiple workflow systems as well as in a team environment. The role will be required to have an understanding with guidelines of financial institutions related distribution of assets from a deceased account owner's account.

Essential Functions/Responsibilities

  • Communicate with account owners or legal entitled parties by phone or email on a daily basis to discuss at-risk accounts
  • Explain to owners or the legal entitled parties the process of recovering and/or updating the at-risk account and the services our company can provide throughout the reunification process
  • Receive approximately 40-50 inbound calls daily and educate the caller as to why they are receiving documentation from our company and offer our reunification services
  • Place approximately 10-20 outbound calls to customers, attempting to correct paperwork submitted by the customers incorrectly
  • Understand and communicate the EQ Shareowner Services transfer requirements related to the distribution of assets from various account types
  • Prioritize and manage case inventory

Requirements

  • High School diploma or equivalent.
  • BA/BS degree is preferred.
  • 2+ years in financial services and/or securities industry experience.
  • Experience in customer service and/or inside sales strongly preferred.
  • Experience in the financial services industry strongly preferred.
  • Experience with guidelines of financial institutions related to distribution of assets strongly preferred.
  • Experience with state and municipal guidelines related to estate laws preferred.
  • Experience in a metrics-driven environment where there are established productivity and quality standards.

Skills and Abilities

  • Working knowledge escheatment law preferred.
  • Ability to resolve issues and/or complaints independently.
  • Ability to work independently or as a team member with minimal supervision.
  • Ability to work closely with groups or team members in multiple locations.
  • Excellent verbal and written communication skills.
  • Ability to analyze complex situations and data.

Compensation: $20.00 - $22.00 hourly

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