Call Center Agent (CSR - Remote after training

As a Call Center Agent (CSR) you will answer incoming calls from shareholders, brokers and institutional clients for the various clients that CPU supports you will make an impact by providing 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.

In this role, you will:

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.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Bachelor's degree or equivalent experience

1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry

Strong Verbal and Written English

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.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.