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3 Best Practices In Relationship Management
People, mindset and processes. Here's a closer look at the winning combination that our teams bring as your transfer agent.
Thousands of books have been written about relationship management. At EQ, a winning combination of people, mindset and processes is what sets our business apart from the competition. Without giving away too many trade secrets, here's a glimpse into what you can expect when working with EQ’s client services teams.
In this highly technical business, experience matters. EQ’s Leadership team has an average of 20 years of financial services industry experience, and they’re all working on your behalf. From volunteering on boards, belonging to industry associations and attending weekly meetings to discussing issues affecting our clients, the team is always looking for ways to continuously improve service to our clients and their shareholders.
Every EQ client, from the largest to the smallest, is assigned a dedicated relationship manager and a team of account associates. Together, they manage the day-to-day needs of your company and your shareholders. This highly experienced team is carefully chosen to match your business needs and your communications style. They are brought in before or during the onboarding process to give you a single point of contact from day one.
Behind every relationship management team lies the support of our client services, product and corporate actions teams, who are ready to help at a moment's notice. Support teams provide backup for routine operations such as dividend disbursements or annual client audit letters, while teams of dedicated experts are available to manage special initiatives, from complex corporate actions and new investment plans, to state unclaimed property audits.
From the start, EQ’s relationship management team takes a collaborative, solutions-focused approach to your business. In addition to managing the technical aspects of the business, they are thinking strategically and creatively about your business, your employees, your investors and your shareholders. Among many other things, they help you better understand your shareholder base, provide guidance and offerings on investment plans, effect mergers or acquisitions, work through state unclaimed property audits and prepare for annual meetings.
EQ takes its position as an industry leader seriously, and our team members feel the same sense of responsibility. They stay up to date on industry trends and legislative changes, advising clients on best practices in a changing world – even advocating for them when necessary. To put it simply, EQ's relationship management team cares first and foremost about our clients and have always shown a strong commitment to doing the right thing.
EQ's deep expertise across all functions of shareholder services means that there's a proven, disciplined process in place for every transaction, from routine dividend disbursements to mergers and acquisitions. They work with your internal team and legal advisors, as well as the SEC and DTC, to ensure accuracy, security, compliance and adherence to regulatory demands. While specialized teams handle high-profile events, your client services team keeps everything else moving smoothly along.
This level of experience translates to faster and better service. "We work together as a team to achieve shared success each and every day,” explains Dan Loeffler, Vice President, Relationship Manager at EQ. "As individuals, we all take ownership in understanding our client needs and provide the right solutions, promptly and efficiently."
Regular communications, performance tracking and annual reviews are an important part of every relationship. EQ teams adapt their style of communication to each client, whether they prefer frequent, detailed communications or only when necessary. Clients have monthly access to KPIs related to shareholder service and satisfaction. Annual “relationship reviews” identify future goals and initiatives, successes to celebrate and areas to improve.
In short, client services at EQ is about more than getting the technical things right, although that certainly comes first. An experienced client services team offers expert guidance, strategic thinking and excellent service from a single point of contact.