Call Center Agent / Financial Services CSR

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.

• 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

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities