Customer Support/Service Desk technician/ Call Center Agent (CSR)

Droisys is an innovation technology company that helps organizations accelerate digital initiatives and modernize systems. The Customer Support/Service Desk Technician/Call Center Agent will answer shareholder, broker, and institutional client calls, provide accurate customer service, research and resolve account issues, and perform follow-up outreach. The role also involves maintaining accounts, following verification and call-handling procedures, and staying current on financial products, systems, policies, and procedures.

Responsibilities:

• 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

Requirements:

• Strong Verbal and Written English
• Very good keyboard skills
• 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
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry
• Formal Training in Typing would be an added advantage