[Hiring] Call Center Agent @TekWissen

Role Description

The Call Center Agent will be responsible for providing exceptional customer service to shareholders and prospective shareholders. Key duties include:

• Adhere to daily schedule by being available to take inbound calls as scheduled.
• Answer inbound calls from shareholders and prospective shareholders, responding promptly to inquiries 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 at the 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.

Qualifications

• Strong verbal and written English skills.
• 1-5 years of experience in a call center in a customer service environment, ideally in the Financial Services industry.
• Very good keyboard skills; formal training in typing would be an added advantage.
• Conversant with MS Office (PowerPoint, Excel, and MS Word).
• Strong problem-solving and analytical skills.
• Customer-centric approach.
• Ability to work accurately under pressure.
• Good team player.
• Strong sense of urgency.

Requirements

• Bachelor's degree or equivalent experience.
• 2 years of experience.

Benefits

• Equal opportunity employer supporting workforce diversity.