CSR - Customer Service Agent

Cognizant; 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 is seeking a CSR - Customer Service Agent to handle shareholder inquiries and provide high-quality service. Training occurs onsite at a client location in Mesa, AZ, after which the role transitions to remote work. You will verify accounts, respond to inquiries, and resolve issues with professionalism.

The position requires 1-5 years of call center experience and strong English skills. A Bachelor’s degree or equivalent is preferred, and benefits include comprehensive health plans and a

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.
• 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.

Skills

Customer service

Verbal English

Written English

Education

Bachelor's degree or equivalent experience

Tools

MS Office

CRM systems

Job description

CSR - Customer Service Agent - Remote after training

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: 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 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.