Call Center Agent (CSR)

Cognizant; Mesa (AZ); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Mesa, AZ is seeking a Call Center Agent (CSR) to handle inbound calls from shareholders, brokers and institutional clients, delivering superior service while researching account problems and performing needed follow-up.

You will follow scheduled hours, verify accounts, respond to inquiries about balances, prices and performance, and escalate issues when needed. The role offers hybrid work and ongoing training to stay current with financial markets.

Qualifications

• 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.
• 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.

Responsibilities

• 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.

Skills

Verbal English

Written English

Typing

Problem solving

Analytical skills

Customer centric

Education

Bachelor's degree or equivalent experience

Tools

PowerPoint

Excel

MS Word

Job description

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 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.

In this role, you will:

• 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.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position in a client or Cognizant office in Mesa, AZ. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• 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
• 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

These will help you stand out

• Ability to work accurately under pressure.
• Good Team Player.
• Strong Sense of Urgency.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting.

Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

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