Hybrid Financial Services CSR: Shareholder Support

Cognizant; Mesa (AZ); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and 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 handle inbound calls from shareholders, brokers and institutional clients, delivering superior service while researching account problems and performing needed follow-up.

You will follow scheduled hours, verify accounts, respond to inquiries about balances, prices and performance, and escalate issues when needed. The role offers hybrid work and ongoing training to stay current with financial markets.

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.
• 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.

Skills

Verbal English

Written English

Typing

Problem solving

Analytical skills

Customer centric

Education

Bachelor's degree or equivalent experience

Tools

PowerPoint

Excel

MS Word

Job description

Cognizant in Mesa, AZ is seeking a Call Center Agent (CSR) to handle inbound calls from shareholders, brokers and institutional clients, delivering superior service while researching account problems and performing needed follow-up.

You will follow scheduled hours, verify accounts, respond to inquiries about balances, prices and performance, and escalate issues when needed. The role offers hybrid work and ongoing training to stay current with financial markets.