Call Center Agent (CSR)

Call Center Agent (CSR)

Our client, a IT Services and Consulting company, is looking for a Call Center Agent (CSR) for their Mesa, AZ/Remote location.

Responsibilities:

• Answer incoming calls from shareholders, brokers and institutional clients for the various clients that CPU supports.
• Provide superior customer service to all clientele (both internal and external).
• A job holder in this position will also be responsible for doing necessary research regarding account problems and make outbound calls as necessary.
• The ability to meet individual caller needs while contributing to overall service standards is critical.
• Adhere to daily schedule by being available to take inbound calls as scheduled
• Answer inbound calls from shareholders and prospective shareholders - Promptly respond to clients' telephone inquiries and ensure that their needs are met 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 management team informed of client feedback
• Make outbound follow-up calls to shareholders in response to issues which cannot be resolved point-of-call.
• Maintain an understanding of the systems required to initiate shareholder transactions 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:

• Strong verbal and written English
• Very good keyboard skills Formal training in typing would be an added advantage.
• Conversant using MS Office PowerPoint, Excel and MS Word.
• Strong problem solving and analytical skills
• Customer centric.
• Ability to work accurately under pressure.
• Good team player.
• Strong sense of urgency.
• Bachelor's degree or equivalent experience
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry
• 2.00 years of experience

Why Should You Apply?

• Health benefits
• Referral program
• Excellent growth and advancement opportunities