Customer Service Agent - CSR (Shareholder Services)

Rise Social; Mesa (AZ); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays and PTO

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Call Center Agent (CSR) to answer inbound calls from shareholders, brokers and institutional clients. You will research account problems, perform verifications, and perform outbound follow-ups when needed. Strong English and MS Office skills are essential.

The role requires 1-5 years in a financial services call center, with focus on accuracy, customer service, and problem solving. This full-time position is on-site in the US.

Qualifications

• Bachelor's degree or equivalent experience.
• 1-5 years of experience in a call center in a customer service environment, ideally in financial services.
• Strong verbal and written English.
• Very good keyboard skills; formal typing training is a plus.
• Conversant using MS Office – PowerPoint, Excel and MS Word.
• Strong problem solving and analytical skills.
• Customer centric attitude with ability to work under pressure.

Responsibilities

• Answer inbound calls from shareholders and prospective shareholders with accuracy and professionalism.
• Perform necessary research regarding account problems and verify information.
• Adhere to account verification procedures and resolve issues; escalate when needed.
• Maintain shareholder accounts in required systems and keep management informed of feedback.
• Make outbound follow-up calls to shareholders when issues cannot be resolved at first contact.

Skills

Strong verbal and written English

MS Office Suite

Typing/keyboard skills

Problem solving

Teamwork

Customer focus

Education

Bachelor's degree or equivalent experience

Tools

MS Office Suite

Job description

IT Services and IT Consulting Full Time Entry Level

Customer Service Agent - CSR (Shareholder Services)

Overview

About The RoleAs 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 WillAdhere to daily schedule by being available to take inbound calls as scheduledAnswer inbound calls from shareholders and prospective shareholders - Promptly respond to clients’ telephone inquiries and ensure that their needs are met with accuracy and professionalismEnsure 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 needsActively resolve client issuesMaintain shareholder accounts on the appropriate systemsEscalate issues when necessaryKeep management team informed of client feedbackMake 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 requestsRemain up to date regarding Stock Transfer products, services and systemsMaintain working knowledge of client products that CPU supportsMaintain working knowledge of CPU policies and proceduresComplete extensive ongoing training to maintain competency in financial markets and instruments.

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 ConsideredBachelor's degree or equivalent experience1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industryStrong 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 CentricThese will help you stand outAbility 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 InsurancePaid holidays plus Paid Time Off401(k) plan and contributionsLong-term/Short-term DisabilityPaid Parental LeaveEmployee 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.CogWW901