Management Level
ICustomer Experience ExecutiveTeam : CEC - US Reports to: Team Leader
RoleTo assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries.
Business FunctionEQ 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 team’s 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’s 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.
§ Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
§ You will be following the respective US business holiday calendar.
Competencies and Experience
The candidate should demonstrate the following experience, skills and behaviours:
§ Excellent communication skills; Strong phone and verbal communication skills along with active listening.
§ Should be able to work in US shifts.
§ Proven experience in a customer support role
§ Meeting targets for accuracy, quality, volume and agreed service levels
§ Familiarity with CRM systems and practices
§ Basic understanding of data protection principles and knowledge in AML
§ Customer focus and adaptability to different personality types
§ Ability to multi-task, set priorities and manage time effectively
§ Adherence to procedures and regulations.
§ Demonstrate willingness to contribute to team beyond own immediate tasks
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.
Skills Required
- Excellent written and verbal communication skills
- Strong phone communication and active listening skills
- Ability to work US shifts
- Proven experience in a customer support role
- Experience meeting accuracy, quality, volume, and service-level targets
- Familiarity with CRM systems and practices
- Basic understanding of data protection principles
- Knowledge of anti-money laundering principles
- Customer focus and adaptability to different personality types
- Ability to multitask, prioritize, and manage time effectively
- Adherence to procedures and regulations
- Willingness to contribute beyond immediate team tasks
Equiniti Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equiniti and has not been reviewed or approved by Equiniti.
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Fair & Transparent Compensation — Company materials describe a formal pay framework and living‑wage commitments that provide clearer expectations on levels and ranges. Some mid‑to‑senior roles are characterized as competitively paid relative to market.
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Retirement Support — UK roles are advertised with strong pension matching and access to a long‑term incentive plan, while U.S. roles commonly include a 401(k) and retirement planning options. These elements add meaningful long‑term value beyond base pay.
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Leave & Time Off Breadth — UK packages promote generous annual leave alongside volunteer days, and U.S. accounts describe substantial PTO in some positions. Time‑off offerings are a recurring strength that bolsters total rewards.
Equiniti Insights
What We Do
Our people and platforms engage customers with investments, connect businesses with markets, and enable organisations to grow. Our vision is to be a leading global share registrar and transfer agent, offering complementary services in pensions and remediation, to help our customers succeed.
