Call Center Agent (CSR)

TechDigital Group; Mesa (AR); On-site; USD 35,000 - 50,000; Full time

Job summary

TechDigital Group is seeking a Call Center Agent (CSR) to answer inbound calls from shareholders, brokers and institutional clients, delivering superior service and resolving account issues with accuracy and professionalism.

The role requires meeting call schedules, completing training, and maintaining knowledge of CPU policies and securities products. Strong English, typing skills, MS Office proficiency, and teamwork are essential.

Qualifications

• Bachelor's degree or equivalent experience.
• Strong English (verbal and written) required.
• 1-5 years in a call center in financial services preferred.
• Proficient in MS Office (PowerPoint, Excel, Word).

Responsibilities

• Answer inbound calls from shareholders, brokers and institutional clients.
• Provide accurate, professional responses and assist with account issues.
• Verify accounts and follow procedures.
• Make outbound follow-up calls to shareholders.
• Escalate issues when necessary.
• Maintain shareholder accounts on required systems.
• Keep management informed of client feedback.
• Complete ongoing training to maintain competency in financial markets.

Skills

Verbal & written English

Call center experience

Typing skills

MS Office

Problem solving

Customer focus

Team player

Urgency

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Job Title: Call Center Agent (CSR)

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 to perform 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.

Job Duties:

• 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 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.

MUST HAVE SKILLS:

• Strong Verbal and Written English
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry
• 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.

Additional Information:

• Bachelor's degree or equivalent experience