Job description
Customer Experience Executive,
Department : Operations
Role :
Principle Customer Experience Executive is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.
Business Function :
EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.
Core Duties and Responsibilities :
Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
• Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
• Respond to basic queries referring to senior colleagues where appropriate.
• Contribute to the completion of the teams workload
Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
• Undertake duties at a similar level as required.
• Ensure compliance with Equiniti procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
• Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
• Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
• Ensure that all work is undertaken within the quality system.
• Ensure that work and ethics comply with all security arrangements both physical and information.
Performance Measures:
Timely completion of own work / contribution to team workload • Meeting targets for accuracy, quality and agreed service levels
Satisfactory resolution of queries
Adherence to procedures and regulations
Contribution to continuous improvement
Ongoing development of own knowledge and skills
Demonstrate willingness to contribute to team beyond own immediate tasks
Quality of support given to colleagues
Development of technical knowledge and skill
Contribution to target achievement and team goals • Successful delivery of task
EQ India Benefits:
Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer: • 31 days + 9 bank holidays (UK) • Comprehensive Medical & Life Assurance cover • Maternity leave of 6 months full pay, 10days paid paternity leave • Long Term Incentive Plan (LTIP) for all colleagues • Accidental & Life cover 2 times of concerned CTC
*Immediate Joiner are required*
Please contact for gate Pass :
Priya Dharshini – 9677206951
