The Customer Services Representative at Equinity is a vital member of our Shareowner Services team, responsible for taking incoming phone inquiries and providing assistance to shareowners in a timely, efficient, and professional manner. The nature of inquires received range from simple to complex and pertain to assisting shareowners and other callers with account related service, including instructions and information needed in order to complete various transactions.
Essential Functions/Responsibilities:
Responds to phone inquiries in a timely, efficient, and professional manner
Provides assistance to shareowners and other callers 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
Lost securities
Address changes
Account consolidation
Account information
Acquisitions and mergers
Tax inquiries
Responds to online inquiries and information requests to complete account transactions · Initiates transactions such as sales and lost securities replacement
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 · Documents call notes and ensures key data is accurately captured
Follows up on calls when inquiry is not immediately resolved during the call
Escalates calls to next level as appropriate Consistently adheres to call quality standards, productivity standards, adherence standards, and Risk and Compliance requirements
Integrates feedback and lessons learned to continually improve customer service
Complies with all Company policies, including but not limited to, attendance, attire, and data security
Education Requirements:
College degree or equivalent professional work experience in lieu of a degree preferred
High School or Equivalent required
Experience Requirements:
Excellent communication and telephone skills a must
Minimum of one year of High Touch Customer Service required
Proficient use of Microsoft Office, with demonstrated capability in Outlook, Word, Excel and typing skills
Must be able to effectively read, write and speak English
Must be able to; accurately perform basic math calculations including percentages.
Strong follow-through
Previous Call Center experience preferred but not required
Previous experience in Financial Service Industry preferred but not required
A successful candidate will:
Display highly professional behavior
Demonstrate critical thinking, problem solving and analytical skills
Be highly reliable in managing attendance and punctuality
Demonstrate personal accountability and motivation to succeed, learn and grow
Understand the Center’s purpose-to deliver superior customer care
Demonstrate excellent Customer service skills
Demonstrate the ability to navigate multiple computer screens while on the phones
Display strong communication skills both written and verbal
Display interest in accepting feedback and coaching for ongoing improvement
Be willing to assist with extra projects as time permits and work overtime as needed
Promote teamwork and work effectively with others
Meet or exceed department objectives for quality, productivity and behavioral competencies
Be passionate and believe in what we do and who we are

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