[Hiring] Call Center Agent @Iconma Portal

Role Description

• 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).
• Perform necessary research regarding account problems and make outbound calls as necessary.
• Meet individual caller needs while contributing to overall service standards.
• Adhere to daily schedule by being available to take inbound calls as scheduled.
• 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 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 client supports.
• Maintain working knowledge of client policies and procedures.
• Complete extensive ongoing training to maintain competency in financial markets and instruments.

Qualifications

• 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.

Benefits

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