[Hiring] Call Center Agent @Apolisrises

Role Description

We are seeking customer-focused Call Center Agents (Customer Service Representatives) to handle incoming calls from shareholders, brokers, and institutional clients. The ideal candidates will have strong communication skills, excellent problem-solving abilities, and experience providing customer support in a call center environment, preferably within financial services.

• Handle inbound calls from shareholders, prospective shareholders, brokers, and institutional clients.
• Respond promptly and professionally to customer inquiries while ensuring accuracy and customer satisfaction.
• Follow established account verification procedures and call-handling guidelines.
• Provide account and procedural information, including balances, closing prices, portfolio performance, and stock quotes.
• Listen actively and identify customer needs through effective questioning.
• Research account-related issues and resolve customer concerns efficiently.
• Maintain and update shareholder accounts in the appropriate systems.
• Escalate complex or unresolved issues to the appropriate teams.
• Make outbound follow-up calls to address issues that cannot be resolved during the initial interaction.
• Maintain knowledge of stock transfer products, services, systems, and client-specific procedures.
• Adhere to scheduled working hours and established call center performance standards.
• Keep management informed of customer feedback and recurring issues.
• Complete ongoing training to maintain knowledge of financial markets, financial instruments, and supported client products.

Qualifications

• 1–5 years of experience in a call center or customer service environment; financial services experience is preferred.
• Strong verbal and written English communication skills.
• Excellent customer service and client relationship management skills.
• Good keyboarding and data-entry skills; formal typing training is an advantage.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Strong analytical, problem-solving, and research skills.
• Ability to work accurately under pressure and manage customer inquiries efficiently.
• Strong attention to detail and a sense of urgency.
• Ability to work effectively as part of a team.
• Customer-centric approach with a professional and courteous telephone manner.
• Bachelor's degree or equivalent practical experience.

Requirements

• Initial Training: Onsite in Mesa, Arizona, for 4–8 weeks.
• After Training: Remote work arrangement.
• Monday–Friday: Shifts scheduled within 8:00 AM–8:00 PM Eastern Time.
• Saturday: Shifts scheduled within 9:00 AM–5:30 PM Eastern Time.
• Candidates must be local to Mesa, AZ, and able to attend onsite training.