Call Center Agent (CSR)

Call Center Agent (CSR)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 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.MUST HAVE SKILLS:Strong Verbal and Written English1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industryVery 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 skillsCustomer Centric.Ability to work accurately under pressure.Good Team Player.Strong Sense of Urgency.Additional Information:Bachelor's degree or equivalent experience Omni Inclusive