Processing Support Specialist, Stockholder Services - Lakeland

About the role

The 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

• 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 law
• Providing 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 volumes
• Assisting in various projects throughout the year as assigned by the Director of Stock Programs or Stockholder Services Manager or Supervisor

Qualifications

• High School Diploma or its equivalent
• 2 years experience in a customer service field
• Working 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 IRS
• Basic knowledge of financial principles
• Knowledge of Publix culture, history and philosophy
• Knowledge and understanding of Publix and department policies and procedures
• Knowledge of external and internal department processes
• Working knowledge of the Stock Management System, HOST, PayPilot, SAP and various Access databases
• Working knowledge of Microsoft suite of applications
• Knowledge of Continuous Quality Improvement (CQI) Methodology
• Ability to be customer service-focused
• Strong verbal and written communication skills, including interpersonal skills
• Strong analytical skills with attention to detail
• Strong ability to multi-task
• Empathetic listening
• Professional communications etiquette
• Ability to handle conflict
• Strong organization and time management skills
• Strong teamwork skills
• Sound decision making skills
• Problem mitigation/resolution skills
• Ability to work independently and take initiative to complete tasks
• Ability to respond to associates with high degree of discretion
• Strong technical skills
• Research skills
• Ability to demonstrate a high level of maturity and tact
• Willingness to work a flexible schedule
• Must have good punctuality and attendance
• This position handles calls from a diverse group of associates. Therefore, it may be helpful for a person in this position to be bilingual.

Benefits

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost
• An opportunity to purchase additional shares of our privately-held stock
• 401(k) retirement savings plan
• Group health, dental and vision plans plan
• Paid Time Off
• Paid Parental Leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Free hot lunches (buffet-style) at facilities with a cafeteria

Year End Bonus

To 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.