Call Center Associate

• 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 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.

• 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…