Subject Matter Expert - Call Center (Mesa-AZ)

Job Summary: Serve as the go-to product, process, and systems expert for the Call Center floor, supporting shareholders, brokers, and institutional clients across the range of clients CPU supports. Provide real-time guidance to agents on complex account issues, own knowledge content and process documentation, and partner with Training and Quality to continuously raise the team's competency in Stock Transfer products, services, and systems. This role is ideal for a high-performing agent ready to deepen their expertise and influence quality. Key Responsibilities: Act as the primary point of contact for agents' complex or non-standard account, product, and procedural questions in real time Take escalated or specialized inbound/outbound calls from shareholders and prospective shareholders that require advanced product knowledge Maintain and update knowledge base articles, process documents, and job aids for CPU-supported clients and products Partner with Training to design and deliver refresher training and new-hire knowledge sessions on Stock Transfer products, services, and systems Monitor calls and account handling for accuracy against account verification and CPU call handling procedures, feeding findings back to Team Leader Identify recurring knowledge gaps or process breakdowns and recommend corrective action or documentation updates Stay current on changes to client products, regulatory requirements, and CPU policies and cascade updates to the floor Support root-cause analysis on escalated shareholder issues and recommend systemic fixes Partner with Team Leaders and Quality on calibration sessions to align on quality standards Assist with testing and floor readiness for new products, systems, or process changes before go-live Maintain expert-level working knowledge of the systems used to initiate shareholder transaction and maintenance requests Complete and help deliver extensive ongoing training to maintain competency in financial markets and instruments Requirements: High School Diploma or GED 2-6 years of experience in a call center customer service environment, ideally in Financial Services Strong written communication skills for documentation and knowledge content Demonstrated deep working knowledge of CPU products, systems, and call handling procedures Strong problem solving and analytical skills; able to diagnose root cause on complex account issues Very good keyboard skills; conversant using MS Office - PowerPoint, Excel, and MS Word Customer-centric with strong verbal coaching/mentoring ability Salary and Other Compensation: Applications will be accepted until September 22nd, 2026. The hourly rate for this position is between $24 - $25 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 #J-18808-Ljbffr Cognizant