Customer Service Agent - Remote (Mesa, AZ)

Cognizant is seeking a Customer Service Agent to support shareholders, brokers, and institutional clients. The role handles inbound and outbound calls, researches and resolves account issues, maintains shareholder accounts, and provides accurate information about financial products and transactions.

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 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
• Maintain working knowledge of policies and procedures
• Complete extensive ongoing training to maintain competency in financial markets and instruments

Requirements:

• At lease a High School Diploma or equivalent
• 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
• Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future
• Ability to work accurately under pressure
• Good Team Player
• Strong Sense of Urgency