Call Center Agent (CSR)

TechDigital Group; Mesa (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

TechDigital Group is seeking an experienced call center professional to support shareholders, brokers and institutional clients. You will handle inbound inquiries, verify accounts, and perform follow-up calls to resolve issues while maintaining superior service standards.

Responsibilities include handling stock quotes, balances and performance information, working under pressure and collaborating with a team.

Qualifications

• Bachelor's degree or equivalent experience required.
• Strong verbal and written English communication skills.
• Proficiency with MS Office suite (Word, Excel, PowerPoint).
• Ability to work accurately under pressure and meet deadlines.
• Customer-centric approach with problem-solving abilities.

Responsibilities

• Answer inbound calls from shareholders, brokers and clients with professionalism.
• Provide accurate account information and resolve issues via follow-up calls.
• Adhere to account verification procedures and call-handling requirements.
• Maintain shareholder accounts and document client feedback.
• Remain up-to-date on stock transfer products and related systems.
• Participate in ongoing training to maintain market competency.

Skills

Verbal English

Written English

Typing speed

MS Office

Problem solving

Customer focus

Accuracy under pressure

Team player

Sense of urgency

Education

Bachelor's degree or equivalent experience

Tools

MS Word

MS Excel

MS PowerPoint

Job description

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
• 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
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry

Years of Experience: 2.00 Years of Experience