Call Center Agent (CSR) - 100% Remote (Arizona)

Job Title: Call Center Agent (CSR)
Location: 100% Remote- Local To Mesa AZ (For Training)
Duration: 12 Month Contract
Rate: $16/hr on W2 (No benefits)
Years of Experience: 2.00 Years of Experience
EST Call Center Hours 8am -8 pm Monday -Friday & Saturdays 9-5:30pm
Training Will Be Onsite & Role Will Then Be Remote (4-8 Weeks)
Open Position 15

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 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.

MUST HAVE SKILLS:
Strong Verbal and Written English
1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry
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.
Ability to work accurately under pressure.
Good Team Player.
Strong Sense of Urgency.