Call Center Agent (Shareholder Services)

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. We're excited to meet people who share our mission and can make an impact in a variety of ways. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. 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. CogWW901 #J-18808-Ljbffr Cognizant