Call Center Associate

Broadridge•Edgewood, NY

About The Position

Broadridge is seeking a Call Center Associate to join its Shareholder Communications team. The role supports day-to-day call center operations, service delivery, and vendor-management reporting in collaboration with the Call Center Manager, Management, Client Services, Operations, and third-party call center vendors. The position requires a detail-oriented professional who can research and resolve inquiries, track action items, analyze operational information, manage competing priorities, and meet deadlines. The associate contributes to high-quality shareholder service in a fast-paced, collaborative environment. The role includes supporting operational oversight, monitoring service levels and performance trends, researching inquiries and corrective actions, and helping resolve escalated matters. It also supports vendor performance monitoring and reporting, internal and vendor meetings, recurring reports, quality assurance, training, process improvement, and special projects. The associate works with internal partners to support shareholder-account servicing and anticipated call-volume changes, issues service instructions as appropriate, and maintains clear documentation of requests and outcomes.

Requirements

At least 2 years of client-facing customer service, call center, operations, or related experience.
Strong interpersonal, oral, and written communication skills.
Strong analytical, research, troubleshooting, and problem-resolution skills.
Demonstrated attention to detail and ability to handle confidential or sensitive information appropriately.
Ability to prioritize competing requests, meet deadlines, and follow through on action items.
Ability to work independently and collaborate effectively with managers, peers, vendors, and internal partners.
Proficiency in Microsoft Outlook and Excel.
Ability to work effectively in a fast-paced team environment.

Nice To Haves

Transfer Agent industry experience.
Experience supporting vendor relationships, operational reporting, or performance tracking.
Experience creating reports and presentations in Excel and PowerPoint.

Responsibilities

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; promptly escalate issues and potential service risks.
Assist with resolving 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 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.
Monitor third-party call center vendor performance against service expectations, performance objectives, and contractual commitments.
Help prepare vendor-management reports covering service levels, quality, volume, trends, and issues.
Track vendor action items, performance feedback, calibration outcomes, and improvement plans; follow up on timely completion.
Participate in vendor and internal operational meetings and document decisions, issues, and next steps.
Assist in preparing 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 improvement opportunities.
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 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.