Call Center Associate

• • 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.

• • 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.

• • 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.

• • 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.

• • Minimum of 2 years of client-facing customer service, call center, operations, or related experience.
• Transfer Agent industry experience preferred.
• Experience supporting vendor relationships, operational reporting, or performance tracking preferred.
• Strong interpersonal, oral, and written communication skills.
• Strong analytical, research, troubleshooting, and problem-resolution skills.
• Demonstrated attention to detail and ability to manage confidential or sensitive information appropriately.
• Ability to prioritize competing requests, meet deadlines, and follow through on action items.
• Ability to work independently while collaborating effectively with managers, peers, vendors, and internal partners.
• Proficiency in Microsoft Outlook and Excel; experience creating reports and presentations in Excel and PowerPoint preferred.
• Ability to work effectively in a fast-paced team environment.

Compensation Range: The salary range for this position is between $25/hr - $30/hr USD. Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, international locations and education. Bonus Eligibility: Bonus Eligible Benefits Information: Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company - and ultimately a community - that recognizes and celebrates everyone's unique perspective.