Client Operations Representative - Contract (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is hiring! We are looking for a contract Client Operations Representative to join our dynamic team in El Dorado Hills, CA.  This team provides the first point of contact for a wide variety of Broadridge clients, offering 24/7/365 support for our national Client Relations Teams. In this role, you will act as a liaison between Client Relations and the Production departments at a national level.  You will evaluate a situation, review escalation procedures, and communicate directly to Client Relations and/or to our clients.  You will often handle an issue from beginning to end until a resolution has been reached, escalating to support where needed.

The hours are Monday - Friday, 8:00 AM - 5:00 PM PT, and is hybrid with 2 days in office per week, the other days from home. During the initial two-week training period, attendance will be required onsite 5 days per week.

This is a temporary, contract position expected to last approximately 12 months, with the potential to go permanent. 

Responsibilities:

• Act as a liaison between Client Relations and the Production departments at a national level

• Efficiently complete documented tasks which support internal and external client needs

• Monthly reconciliation of production output to generate billing data, depending on Production site

• Interact with multiple production systems to ensure client instructions are communicated downstream

• Report issues/concerns during quarterly/monthly cycles in each production location

• Complete work prioritizing accuracy over speed, and escalate if the Service Level Agreement (SLA) cannot be met

• Evaluate basic situations, review escalation procedures, and communicate directly to Client Relations and/or the client to ensure movement of output, requesting assistance from higher level teammates as needed

• Build relationships with internal departments to support our clients
   

Requirements:

• Experience using MS Excel, Word and Outlook required

• 1 – 3 years of Customer Service experience with a strong understanding of professional customer service communication delivery

• Ability to work with a sense of urgency to meet client Service Level Agreements (SLAs)

• Ability to identify and resolve basic problems and escalate as needed

• Ability to follow documented procedures and provide feedback for process improvement

• Detail oriented, ability to multi-task, with time management and follow-up skills

• Schedule flexibility is needed to support 24/7/365 coverage requirements

Hourly rate: $24 - $25 depending on experience, plus a 3% shift differential for Overnight shifts

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

US applicants: Click here to view the EEOC "Know Your Rights" poster.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. 

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to [email protected].