Our client, an IT Services and Consulting company, is looking for a Call Center Agent / Financial Services CSR for their Remote but Local to Mesa, AZ location.
Responsibilities:
- Answer incoming calls from shareholders, brokers and institutional clients for the various clients that client support.
- 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.
- 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 client’s 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 followup calls to shareholders in response to issues which cannot be resolved pointofcall.
- 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 client supports
- Maintain working knowledge of client policies and procedures
- Complete extensive ongoing training to maintain competency in financial markets and instruments.
Requirements:- Strong Verbal and Written English
- 15 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.
- Bachelor's degree or equivalent experience
- Years of Experience: 2.00 Years of Experience
Why Should You Apply?