Stock Transfer Expert - Real-Time Support Leader

Cognizant; Mesa (AZ); On-site; USD 68,770,000 - 71,635,000; 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 an experienced call center expert to support the Stock Transfer products, services, and systems on the floor. You will guide agents in real time, own knowledge content, and partner with Training to raise team competency while ensuring accurate handling of complex account issues.

This role offers opportunities to influence quality, stay current with regulatory changes, and contribute to process improvements within a high-volume financial services environment in Mesa, AZ.

Qualifications

• 2–6 years of experience in a call center customer service environment, ideally in Financial Services.
• Strong written communication for documentation and knowledge content.
• Deep working knowledge of CPU products, systems, and call handling procedures.

Responsibilities

• Act as the primary point of contact for agents' complex or non-standard questions in real time.
• Take escalated inbound/outbound calls requiring advanced product knowledge.
• Maintain and update knowledge base articles, process documents, and job aids.
• Partner with Training to design refresher training and new-hire knowledge sessions.
• Monitor calls and account handling for accuracy against procedures.
• Identify knowledge gaps and recommend corrective action or updates.
• Stay current on product changes and CPU policies and cascade updates.
• Support root-cause analysis on escalated shareholder issues.
• Partner with Team Leaders on calibration sessions to align on quality standards.
• Assist with testing and floor readiness for new products or changes.
• Maintain expert-level working knowledge of systems for shareholder transactions.
• Complete and help deliver extensive ongoing training on financial markets and instruments.

Skills

Call center experience

Financial services knowledge

MS Office

Knowledge management

Problem solving

Coaching

Education

High School Diploma or GED

Job description

Cognizant is seeking an experienced call center expert to support the Stock Transfer products, services, and systems on the floor. You will guide agents in real time, own knowledge content, and partner with Training to raise team competency while ensuring accurate handling of complex account issues.

This role offers opportunities to influence quality, stay current with regulatory changes, and contribute to process improvements within a high-volume financial services environment in Mesa, AZ.