Call Center Agent (CSR)

About the role

As a Call Center Agent (CSR) you will answer incoming calls from shareholders, brokers and institutional clients for the various clients that CPU supports. You will make an impact by providing superior customer service to all clientele (both internal and external). A job holder in this position will also be responsible for performing necessary research regarding account problems and making outbound calls as needed. The ability to meet individual caller needs while contributing to overall service standards is critical.

This is a hybrid position based in Mesa, AZ, requiring presence in a client or Cognizant office. The working arrangements are accurate as of the posting date and may change based on project, business, and client requirements.

Responsibilities

• Adhere to daily schedule by being available to take inbound calls as scheduled.
• Answer inbound calls from shareholders and prospective shareholders, promptly responding to clients’ telephone inquiries with accuracy and professionalism.
• Ensure account verification procedures are followed.
• Adhere to CPU call handling requirements while interacting with customers.
• Respond to specific account and procedural information requests, including balances, closing prices, portfolio performance, and quotes.
• Listen actively and probe to determine client needs.
• Actively resolve client issues.
• Maintain shareholder accounts on the appropriate systems.
• Escalate issues when necessary.
• Keep the management team informed of client feedback.
• Make outbound follow-up calls to shareholders in response to issues that cannot be resolved during the initial call.
• Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests.
• Remain up to date regarding Stock Transfer products, services, and systems.
• Maintain working knowledge of client products that CPU supports.
• Maintain working knowledge of CPU policies and procedures.
• Complete extensive ongoing training to maintain competency in financial markets and instruments.

Requirements

• Bachelor's degree or equivalent experience.
• 1-5 years of experience in a call center in a customer service environment, ideally in the Financial Services industry.
• Strong verbal and written English skills.
• Very good keyboard skills; formal training in typing is an added advantage.
• Proficient in using MS Office—PowerPoint, Excel, and MS Word.
• Strong problem-solving and analytical skills.
• Customer-centric approach.

Skills

• Ability to work accurately under pressure.
• Good team player.
• Strong sense of urgency.

Benefits

• Medical, Dental, Vision, and Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term and Short-term Disability.
• Paid Parental Leave.
• Employee Stock Purchase Plan.