Call Center Representative

Ztek Consulting, Inc.; Mesa (AZ); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Ztek Consulting, Inc. is seeking a Call Center Representative to handle inbound shareholder inquiries and provide top-tier customer service in a financial services environment. Training is onsite and will transition to remote work, with EST hours and weekend coverage.

You will verify accounts, respond to inquiries, perform research, and escalate issues as needed, while maintaining accuracy and professional communication across systems and teams.

Qualifications

• Strong Verbal and Written English
• Very good keyboard skills – Typing proficiency
• Conversant using MS Office – PowerPoint, Excel and Word
• Strong problem solving and analytical skills
• Ability to work accurately under pressure
• Strong Sense of Urgency

Responsibilities

• Answer inbound calls from shareholders, brokers and institutional clients with professional service
• Research account issues and perform necessary follow-up actions
• Verify accounts and follow call handling procedures
• Provide balances, prices, performance data and quotes as requested
• Escalate issues to management when needed
• Maintain shareholder records and transaction requests in systems
• Complete ongoing training to stay current on financial markets and products

Skills

Verbal English

Typing

MS Office

Analytical skills

Working under pressure

Sense of urgency

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Hours: work hours will be in EST Call Center Hours 8 am - 8 pm Monday -Friday & Saturdays 9-5:30pm

Note: TRAINING WILL BE ONSITE & ROLE WILL THEN BE REMOTE

Job Description/Responsibilities:

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
• Ability to work accurately under pressure.
• 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