Customer Experience Executive - US Voice Process (Walk-in)

About Equiniti India

Equiniti is a leading global provider specializing in shareholder, pension, remediation, and credit technology, supporting over 37 million people across 120 countries with more than 6000 employees. Established in 2014 as a Global India Captive Centre, EQ India has evolved from a capability center into a Global Competency Centre, playing a vital role in delivering fintech services to clients in the US and UK.

Role Overview

This role involves assisting shareholders with buying and selling shares following predefined procedures and service standards. The position also includes addressing customer queries and supporting business functions with a focus on US market operations.

Key Responsibilities

• Handle inbound calls and emails from shareholders, providing effective assistance within set service standards.
• Support shareholders in buying and selling shares as per agreed procedures.
• Resolve basic queries and escalate complex issues to senior colleagues when necessary.
• Contribute towards meeting team workload targets and continuously improve personal skills and process knowledge.
• Adhere to Equiniti’s compliance procedures, regulatory requirements, and quality standards.
• Maintain strict security protocols for both physical and informational assets.
• Follow scheduled breaks to ensure the process meets Service Level Agreements and comply with the US business holiday calendar.

Candidate Profile and Experience

• Graduation degree mandatory in any discipline.
• Strong communication skills, particularly verbal and phone interaction proficiency, with active listening abilities.
• Previous experience in customer support or related roles.
• Capability to work US shift hours starting at 5:30 pm IST.
• Familiarity with CRM systems and data protection principles including basic knowledge of anti-money laundering (AML).
• Ability to multitask, prioritize work effectively, and adapt to diverse customer personality types.
• Strong adherence to procedures, regulations, and company ethics.

Compensation and Perks

• Annual fixed salary ranging from ₹400,000 to ₹550,000 plus an additional ₹130,000 shift allowance.
• Two-way cab transportation provided within a 25 km radius.
• Additional 3 days of leave beyond statutory requirements plus 2 voluntary leave days to engage in corporate social responsibility initiatives.
• Reimbursement for business-related certification expenses.
• Comprehensive medical coverage for dependents and parents.
• Accidental and life insurance coverage at three times the CTC.