Call Center Agent (CSR - Remote after training

RemoteFetch; Mesa (AZ); Hybrid; USD 23,000 - 25,000; 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 hiring a Call Center Agent to handle inbound shareholder and client inquiries with accuracy and professionalism. You’ll verify accounts, provide balances and quotes, and resolve issues, with outbound follow-ups as needed.

Training is onsite at the client location in Mesa, after which you may transition to remote work while maintaining service quality. The role requires a Bachelor’s degree or equivalent, 1–5 years in a financial services call center, strong English, MS

Qualifications

• Bachelor's degree or equivalent experience.
• 1–5 years in a call center within financial services.
• Strong Verbal and Written English.
• Typing skills; formal training a plus.
• MS Office proficiency: PowerPoint, Excel, Word.
• Strong problem-solving and analytical abilities.
• Customer-centric approach.

Responsibilities

• Adhere to daily schedule to take inbound calls as scheduled.
• Answer inbound calls from shareholders and respond to inquiries.
• Verify accounts; follow procedures for verifications.
• Resolve client issues and escalate when needed.
• Maintain shareholder accounts in the systems.
• Provide updates to management with client feedback.
• Offer outbound follow-up calls for unresolved issues.
• Stay up to date on stock transfer products and systems.
• Complete ongoing training to stay competent in financial markets.

Skills

Strong Verbal and Written English

Call center experience

Typing skills

MS Office proficiency

Customer centric

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.

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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About Cognizant:

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.