Shareowner Solutions Lead
Equiniti
 Mendota Heights, MN

High Level Summary

The Sharewowner Solutions Lead is a vital member of the Customer Solutions Team and is responsible for responding to more complex and escalated issues from internal and external customers.

The selected candidate will spend approximately six hours of the day on the phone, taking incoming calls from our Customer Service Reps who need assistance. The other two hours of the day will be spent researching and resolving issues.

The ideal candidate for this role will have exceptional customer service skills and an ability to comprehend customer issues and recommend effective solutions.

Essential Functions/Responsibilities

  • Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues, provide coaching to representatives and feedback to managers
  • Track and Review data and report trends to management.
  • May act as subject matter expert on line of business initiatives or projects.
  • May provide guidance to less experienced staff
  • May act as a Peer coach or as a liaison for higher revenue clients
  • Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
  • May provide written correspondence and email processing support
  • May assist in taking incoming calls from Shareowners during peak times

The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads.

Education Requirements

  • High school Diploma or equivalent

Experience Requirements

  • 1+ year of customer service experience or 1+ year of Shareowner Services experience

Knowledge, Skills and Abilities

  • Previous Contact Center experience in the Shareowner Relations Call Center
  • Previous experience mentoring or coaching associates
  • High motivation with ability to successfully meet individual and team goals
  • Financial services experience
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Solid troubleshooting and resolution skill
  • Customer service focus with the ability to balance needs of clients, shareholders, and team members

Certificates, Licenses and/or Registrations

  • None required

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.

Physical/Sensory Demands

The physical and sensory demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Work is normally performed in a typical interior/office environment that requires normal safety precautions (such as in typical office or administrative work)
  • While performing the duties of this job, the employee is regularly required to:
  • Use hands and fingers to handle, feel, or operate objects, tools or controls and reach with hands and arms
  • Stand, talk and hear, and sit for an extended period of time; walk, bend, stand etc. may be minimally required
  • Good manual dexterity for the use of keyboards and common office equipment
  • No heavy lifting expected, exertion of up to 10 pounds of force occasionally may be required
  • May be required to drive to other locations

Additional Pertinent Information

  • Required to work scheduled hours to successfully perform the job responsibilities
  • May work additional hours as business needs require
  • Frequently subjected to interruptions, multiple calls and inquiries
  • The noise level in the work environment is usually quiet to moderate

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.