Call Center Associate

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’re seeking a Call Center Associate to join our Shareholder Communications team! In this role, you will work closely with the Call Center Manager, Management, Client Services, Operations, and third-party call center vendors to support day-to-day call center operations, service delivery, and vendor-management reporting. We are looking for a detail-oriented professional who can research and resolve inquiries, track and follow up on action items, analyze operational information, manage multiple priorities, and meet deadlines. The ideal candidate is an effective communicator who works well both independently and as part of a fast-paced, collaborative team. If you are interested in supporting high-quality shareholder service and contributing to a growing, diverse organization, we encourage you to apply.

Responsibilities:Call Center Operations

• Support the Call Center Manager in the daily oversight of call center operations and service delivery.

• Monitor call center activity, service levels, quality results, operational KPIs, and trends; escalate issues and potential service risks promptly.

• Assist with the resolution of internal and external inquiries, including shareholder, client, and call center matters.

• Research, document, track, and follow through on inquiries, service requests, and corrective actions.

• Support the handling of escalated call center matters and help ensure responses are timely, accurate, and consistent with established procedures.

• Maintain working knowledge of Transfer Agency policies, procedures, systems, products, and regulatory requirements.

• Assist with reconciliations, research, analysis, and other operational-control activities.

Vendor Management Support

• Support the Call Center Manager in monitoring third-party call center vendor performance against service expectations, performance objectives, and contractual commitments.

• Help prepare vendor-management reporting, including service-level, quality, volume, trend, and issue reporting.

• Track vendor action items, performance feedback, calibration outcomes, and improvement plans; follow up to support timely completion.

• Participate in vendor and internal operational meetings, documenting decisions, issues, and next steps.

• Assist with the preparation of materials for vendor performance reviews, governance meetings, and operational reporting.

Reporting and Process Improvement

• Compile, validate, and distribute recurring call center and vendor-management reports.

• Analyze data to identify service trends, recurring issues, operational gaps, and opportunities for improvement.

• Assist with quality assurance, training, and process-improvement initiatives.

• Partner with internal stakeholders to support anticipated call-volume changes related to mailings, corporate actions, and other shareholder communications.

• Support special projects, transaction expediting, troubleshooting, and service-delivery initiatives as assigned.

Internal Collaboration

• Work closely with the Call Center Manager, Management, Client Services, Operations, and other functional teams to resolve issues and support shareholder-account servicing.

• Prepare and issue service instructions to operating units based on internal requests, as appropriate.

• Help ensure required information and other inputs are received in a timely manner to support efficient client service delivery.

• Maintain clear, accurate documentation of requests, actions, issues, and outcomes.

Qualifications

• Minimum of 2 years of client-facing customer service, call center, operations, or related experience.

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