Call Center Agent (CSR)

Call Center Agent (CSR)

Location: Mesa, AZ (Local Candidates Only) - Remote
Work Arrangement: Remote after initial onsite training
Experience: 2 Years (1–5 Years Required)
Training: Onsite for 4–8 Weeks
Positions Available: 10

Job Summary

We are seeking customer-focused Call Center Agents (Customer Service Representatives) to handle incoming calls from shareholders, brokers, and institutional clients. The ideal candidates will have strong communication skills, excellent problem-solving abilities, and experience providing customer support in a call center environment, preferably within financial services.

The role involves responding to account inquiries, researching and resolving customer issues, maintaining shareholder accounts, and making outbound follow-up calls when required.

Key Responsibilities

• Handle inbound calls from shareholders, prospective shareholders, brokers, and institutional clients.

• Respond promptly and professionally to customer inquiries while ensuring accuracy and customer satisfaction.

• Follow established account verification procedures and call-handling guidelines.

• Provide account and procedural information, including balances, closing prices, portfolio performance, and stock quotes.

• Listen actively and identify customer needs through effective questioning.

• Research account-related issues and resolve customer concerns efficiently.

• Maintain and update shareholder accounts in the appropriate systems.

• Escalate complex or unresolved issues to the appropriate teams.

• Make outbound follow-up calls to address issues that cannot be resolved during the initial interaction.

• Maintain knowledge of stock transfer products, services, systems, and client-specific procedures.

• Adhere to scheduled working hours and established call center performance standards.

• Keep management informed of customer feedback and recurring issues.

• Complete ongoing training to maintain knowledge of financial markets, financial instruments, and supported client products.

Required Skills and Qualifications

• 1–5 years of experience in a call center or customer service environment; financial services experience is preferred.

• Strong verbal and written English communication skills.

• Excellent customer service and client relationship management skills.

• Good keyboarding and data-entry skills; formal typing training is an advantage.

• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Strong analytical, problem-solving, and research skills.

• Ability to work accurately under pressure and manage customer inquiries efficiently.

• Strong attention to detail and a sense of urgency.

• Ability to work effectively as part of a team.

• Customer-centric approach with a professional and courteous telephone manner.

• Bachelor's degree or equivalent practical experience.

Work Schedule and Training

• Initial Training: Onsite in Mesa, Arizona, for 4–8 weeks.

• After Training: Remote work arrangement.

• Monday–Friday: Shifts scheduled within 8:00 AM–8:00 PM Eastern Time.

• Saturday: Shifts scheduled within 9:00 AM–5:30 PM Eastern Time.

• Candidates must be local to Mesa, AZ, and able to attend onsite training.