Call Center Agent

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.

Additional Information:

• Bachelor's degree or equivalent experience

Years of Experience:

• 2 Years of Experience