Principle Process Executive

Equiniti

Chennai, Tamil Nadu
Permanent
Full-time

1 month ago

Management Level HBusiness Division5300 Equiniti Trust Company, LLCBusiness Function/DepartmentUS Shareholder ServicesJob TitleResolution Specialist –Principle Process ExecutiveReporting to (Job Title)Operations ManagerDateMarch 2024Role SummaryThis role sits within the US Shareholder Services division, Transfer Agency Operations, Customer Care Center, Quality Assurance Team. The Resolution Specialist is responsible for analyzing escalated complaints across Transfer Agency Operations to provide resolution, response, and documentation. Ensure management of complaints resolution to completion, recordkeeping, and escalation in accordance with the procedure. The Resolution Specialist is also responsible to communicate shareholder complaint outcomes with regulatory agencies and executive leadership.The Resolution Specialist role coordinates with all levels of the business to bring solutions to sensitive shareholder matters and identifies opportunities for continuous improvement.Core Duties/ResponsibilitiesThe successful candidate will be responsible for the following:

Produce custom written complaint responses tailored to mitigate financial and reputational risk
Manage multiple complex, unique, time sensitive complaints concurrently
Provide timely complaint status and outcomes to stakeholders, including executive leadership and regulatory agencies
Coordinate meetings with legal team to review or consult on sensitive matters
Request action and resolution updates from department leaders
Maintain detailed records of complaints, resolutions, and root causes
Prepare responses to regulatory agencies
Perform extensive research to resolve problems, inquiries, and complaints
Collaborate with various business partners to drive process development and identify opportunities for improvement
Document research, communication, and resolution to ensure key data is accurately captured
Follow through with all inquiries to ensure resolution
Consistently adhere to quality standards, productivity standards, and risk/compliance standards
Analyze complaint data and create/disseminate reporting

Skills, Capabilities and AttributesThe successful candidate will demonstrate the following experience, skills, and behaviors:

Knowledge of legacy EQ and AST systems including CSW, Cares, Sirius
Ability to simplify complex situations and problem solve
Strong verbal and written communication skills – with both external and internal stakeholders
High comprehension of risk and compliance requirements, risk mitigation measures, and regulatory compliance standards
Transfer agent operations experience
Ability to work independently with minimal guidance and seek clarity and support where appropriate
Exceptional customer service and professionalism
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Microsoft Office skills – pivot tables, charts, etc.
Strong analytical skills with high attention to detail and accuracy
Ability to write reports to the end user need
Ability to learn new tasks with minimal supervision
Ability to prioritize and meet stringent deadlines
Self-organization

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.

Equiniti

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