Call Center Agent (CSR - Remote after training

Cognizant; Mesa (AZ); Hybrid; USD 48,712,000 - 53,038,000; Full time

Benefits offered by this job

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

Job summary

Cognizant in Mesa, AZ is seeking a Call Center Agent (CSR) to answer inbound shareholder, broker, and institutional client calls, perform account research, and outreach as needed. You will verify accounts and resolve inquiries with accuracy and professionalism.

The role trains onsite at Mesa before transitioning to remote work; there is a comprehensive benefits package including medical/dental/vision, 401(k), and paid holidays, plus an annual incentive program.

Qualifications

• Bachelor's degree or equivalent experience required.
• 1–5 years in a call center or customer service role, ideally in financial services.
• Strong verbal and written English communication.
• Very good keyboard skills; typing ability an asset.
• Proficient in MS Office (PowerPoint, Excel, Word).
• Strong problem solving and analytical skills.

Responsibilities

• Handle inbound calls from shareholders, brokers and institutional clients with accuracy and professionalism.
• Respond to client inquiries and provide account information (balances, prices, performance) when needed.
• Verify account information and follow call handling procedures.
• Make outbound follow-up calls to address unresolved issues.
• Maintain and update shareholder accounts in the required systems.
• Escalate issues when necessary and provide feedback to management.

Skills

Verbal & Written English

Typing skills

MS Office

Customer service

Problem solving

Analytical skills

Team player

Education

Bachelor's degree or equivalent experience

Tools

MS Office

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 strive to provide flexibility wherever possible and are committed to supporting a healthy work-life balance through our various wellbeing programs. Based on the business requirements of this role, training will be conducted onsite at the client location in Mesa, AZ. Upon successful completion of training, employees will transition to a remote work arrangement. 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.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Salary and Other Compensation

The hourly rate for this position is between $17.00 - $18.50 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

• 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 hourly rate, 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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