EY Independence Support Center Agent 

United States, Ohio, Cleveland 

481220616

You’ll handle inbound and outbound calls in a professional manner and provide accurate and timely answers to personal independence queries and concerns.You’ll work closely with all parts of the organization to identify, manage and monitor personal independence risks by providing coordinated advice and assistance directly to EY professionals.

Your key responsibilities

You’ll possess subject-matter knowledge enabling you to develop and execute support center programs that will assist EY employees with reporting requirements, assessing compliance, tracking findings and remediating issues with key stakeholders. You’ll collaborate with other support center professionals to improve service level. You’ll help train new employees and inform them about the EY Personal Independence Policy. Additional responsibilities include:

• Assisting in the development of testing programs that are effective, measurable and impactful
• Executing detailed operational monitoring programs to validate compliance with US firm policy
• Facilitating and driving the process to completion by following up on requests from Risk Management consultants and EY employees
• Understanding and applying key requirements of the US firm’s and regulators’ independence rules and policies
• Working with EY employees on obtaining background materials required to initiate review of business relationships or other processes
• Acting as a liaison between EY personnel, other members of the Risk Management team and various functional areas within the US firm in assessing compliance
• Building and leveraging a network of contacts within Risk Management and across the US firm
• Challenging existing processes and approaches for operational efficiency, effectiveness, internal controls and/or customer service and offering innovative ideas for improvement
• Troubleshooting skills, either basic or advanced, depending on the role and industry

Skills and attributes for success

• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude
• Strong time management and organizational skills with basic knowledge of project management tools and methodologies
• Comfortable working in fast-paced environments
• Proficiency in the English language, including the ability to listen, understand, read and communicate effectively both in writing and verbally in a professional environment
• Computer literacy and phone skills, including familiarity with complex or multiline phone systems
• Ability to collaborate with multiple professionals and/or teams simultaneously
• Strong interpersonal and responsive customer service skills
• Ability to learn and understand the US firm’s and regulators’ independence rules and policies as well as familiarity with other risk management initiatives
• Ability to successfully manage multiple tasks and activities in a timely manner and be responsible for specific outcomes
• Strong problem-solving skills and attention to detail
• Strong research skills and the ability to apply sound business judgment to individual and team assignments

To qualify, you must have

• Bachelor’s degree or equivalent work experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• One to three-plus years’ related experience
• Flexibility to work an eight-hour shift between 8:00 a.m. and 9:00 p.m. ET Monday through Friday

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.