Processing Support Specialist, Stockholder Services - Lakeland

DescriptionThe purpose of this position is to receive, analyze, process and respond to requests and inquiries made to Publix’s internal registrar and transfer agent for transactions and inquiries involving Publix common stock (i.e., purchases, redemptions, transfers, gifts, dividends and changes in registration) in accordance with administrative policies, procedures and plan rules. These rules are based on the Securities and Exchange Commission’s (SEC’s) strict rules, regulations and turnaround times for registrars and transfer agents in processing both routine and non-routine transactions. Failure to follow these complex rules, regulations and turnaround times could result in non-compliance reporting to the SEC and continual failures may invoke an SEC audit or worse, the SEC revocation of Publix’s transfer agent license.Not only must the position holder have a solid knowledge of all types of stock transactions and the requirements needed to process these transactions in a timely and efficient manner to ensure premier stockholder service and avoid re-work, they also must ensure all transactions are complete in order to maintain SEC compliance. While Publix is privately held, the volumes of stock transactions and inquiries received and processed and dividends processed by Stockholder Services equals or exceeds those of publicly traded companies with outsourced transfer agents. The responsibilities listed on this position analysis are not intended to be all-inclusive and additional responsibilities may be assigned as needed.Responsibilities include:Receiving, analyzing, processing and responding to requests and inquiries made to Publix’s internal registrar and transfer agent for transactions and inquiries involving Publix common stock (i.e., purchases, redemptions, transfers, gifts, dividends and changes in registration) in accordance with administrative policies, procedures, SEC requirements and applicable state lawProviding premier customer service to visiting associates, stockholders and related parties who are contemplating or requesting stock transactions and to telephone customers as a backup to the Stock Programs Customer Service Agents during peak call volumesAssisting in various projects throughout the year as assigned by the Director of Stock Programs or Stockholder Services Manager or SupervisorRequired QualificationsHigh School Diploma or its equivalent2 years experience in a customer service fieldWorking knowledge of the Publix stock programs, including but not limited to, ensuring administrative policies, procedures, SOX controls are followed and processes are completed timely in compliance with plan documents, and regulations issued by the SEC and the IRSBasic knowledge of financial principlesKnowledge of Publix culture, history and philosophyKnowledge and understanding of Publix and department policies and proceduresKnowledge of external and internal department processesWorking knowledge of the Stock Management System, HOST, PayPilot, SAP and various Access databasesWorking knowledge of Microsoft suite of applicationsKnowledge of Continuous Quality Improvement (CQI) MethodologyAbility to be customer service-focusedStrong verbal and written communication skills, including interpersonal skillsStrong analytical skills with attention to detailStrong ability to multi-taskEmpathetic listeningProfessional communications etiquetteAbility to handle conflictStrong organization and time management skillsStrong teamwork skills Sound decision making skillsProblem mitigation/resolution skillsAbility to work independently and take initiative to complete tasksAbility to respond to associates with high degree of discretionStrong technical skillsResearch skillsAbility to demonstrate a high level of maturity and tactWillingness to work a flexible scheduleMust have good punctuality and attendanceThis position handles calls from a diverse group of associates. Therefore, it may be helpful for a person in this position to be bilingual.Benefits InformationEmployee stock ownership plan that contributes Publix stock to associates each year at no costAn opportunity to purchase additional shares of our privately-held stock401(k) retirement savings planGroup health, dental and vision plans planPaid Time OffPaid Parental LeaveShort- and long-term disability insuranceTuition reimbursementFree hot lunches (buffet-style) at facilities with a cafeteriaVisit our website to see all of our benefits: https://jobs-beta.publix.com/benefits/Year End BonusTo reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.Additional InformationYour application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence.