Customer Resolution Specialist

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(

17000147

)

Description

COMPANY PROFILE

Headquartered in Melbourne Australia,

Computershare

(ASX: CPU) is the world’s largest stock transfer agent, offering our clients a broad range of business solutions including employee equity plans, investor relations, and corporate governance.

We’re a company with offices in 20 countries and numerous cities across the United States. And now, we’re in

Louisville with over 350 team members and growing For more than 35 years, we have been a trusted advisor to 16,000 clients, which include the largest and best known brands in the world.

ROLE PROFILE

The Customer Resolution Specialist is a key role in our organization accountable for engaging the shareholders of our clients; delivering first-class customer service to some of the world’s best known brands. Our Specialists resolve complex issues related to shareholder’s accounts and transactions, ensuring the highest levels of customer service, building shareholder confidence with each interaction, and creating brand ambassadors for Computershare and our clients. Serves as a subject matter expert in areas related to shareholder inquiries in order to efficiently resolve shareholder issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

Responds to customers via inbound/outbound calls or written correspondence to the day-to-day activities generated by claimant, shareholders, or other participants with relation to accounts in a wide arrangement of companies and businesses; and provides customers with exceptional customer service and a positive impression of self and organization through courteous, prompt, and responsive resolution of customer inquiries.

Researches account and transaction information and record to resolve issues and discrepancies; provides documentation on customer activities and information on products and services. Uses multiple computer systems to locate, interpret, and communicate information to provide exceptional customer service.

Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.

Escalates more complicated issues to appropriate Team Leader or ATL; identifies stakeholder, claimant trends or common issues and communicates to their Team Leader or ATL as appropriate.

Promotes additional services/ communication channels to customers when necessary.

Position may be responsible for taking inbound or outbound calls to shareholders or brokers to collect votes as it relates to proxy solicitation campaigns.

Delivers first-class customer service

Other duties or tasks as assigned by management

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

REWARDS AND BENEFITS

These positions are scheduled to start on March 20th

$14.50 per hour to start, $15.00 after 90 days meeting attendance/performance expectations.

Career Progression – earn up to $16.50 by learning additional skills and remaining in good standing

Hours of operation: 8am-9pm M-F, no weekends

Flexible schedule options based on performance

A choice of three medical insurance plans

Dental & Vision insurance

Life & Disability insurance

Flexible spending and health savings accounts

Paid parking

Paid time off – You’ll accrue 3 weeks your first year!

Nine Holidays

$1,000 Employee referral program

Wellness programs

Matching 401(k) and employee stock purchase programs

Tuition Reimbursement

Banking and investments plans

Rewards and recognition programs

Employee discounts for wellness, auto & homeowners insurance, wireless service and more…

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma/GED required. College degree preferred; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Ability to speak and hear on a telephone system is a requirement and essential function.

Experience in financial services software and MS Office preferred.

KEY COMPETENCIES

Intellectual agility/critical thinking

Analytical skill

Problem solving orientation

Proactive

Service orientation

Detail orientation

Technologically savvy

Customer Service focused

FUNDAMENTAL SKILLS

Strong ability to use technology – dual monitors, navigate multiple screens

Strong reading comprehension

Confident, friendly phone skills

Read and comprehend scripting in a clear manner

Good math skills – perform simple calculations

(#, value of shares)

Present information in a logical/common sense manner

Display empathy – some callers are transferring shares due to a loss in the family

Clear pronunciation

Ability to master multi-tasking – typical tasks involve account research, functions on screen, remaining engaged with shareholder/caller

Open to receive and

apply constructive criticism

Solid writing skills – update account record

Computershare is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by business needs and communicated by their supervisor.

Primary Location

United States

Work Locations

Louisville – Meidinger Tower

462 South Fourth Street

Louisville

40202

Job

Contact Centre

Job Posting

May 26, 2017, 9:53:29 AM

Unposting Date