Call Center Agent (CSR)

Dear,

I hope you are doing well.

I’m reaching out to share an opportunity that I believe aligns strongly with your experience and expertise. Please review the position details below, and let me know if you’d like to discuss further. I’d be glad to answer any questions.

Call Center Agent (CSR)

Max Vendor Rate: $18/hr on W2 with all-inclusive

Location: Mesa, AZ — Local Candidates

Work Arrangement: Remote after onsite training

Training & Work Schedule

• Training: Onsite in Mesa, AZ
• After Training: Fully Remote
• Work Hours: EST Call Center Hours
• Monday–Friday: 8:00 AM–8:00 PM EST
• Saturday: 9:00 AM–5:30 PM EST

Job Overview

We are seeking Call Center Agents (CSR) to answer incoming calls from shareholders, brokers, and institutional clients for various clients supported by CPU.

The Call Center Agent will provide superior customer service to both internal and external clients, research account-related issues, and make outbound calls when necessary. The ability to understand and meet individual caller needs while maintaining overall service standards is critical.

Key Responsibilities

• Adhere to daily schedules and remain available to take inbound calls as scheduled.
• Answer inbound calls from shareholders and prospective shareholders promptly and professionally.
• Respond accurately to client telephone inquiries and ensure their needs are met.
• Follow all account verification procedures.
• Adhere to CPU call-handling requirements when interacting with customers.
• Provide account and procedural information, including:
• Account balances
• Closing prices
• Portfolio performance
• Quotes
• Actively listen and probe to determine client needs.
• Resolve client issues effectively.
• Maintain shareholder accounts within the appropriate systems.
• Escalate issues when necessary.
• Communicate client feedback to the management team.
• Make outbound follow-up calls for issues that cannot be resolved during the initial interaction.
• Maintain knowledge of systems used to initiate shareholder transactions and account maintenance requests.
• Stay current on Stock Transfer products, services, and systems.
• Maintain working knowledge of client products supported by CPU.
• Maintain knowledge of CPU policies and procedures.
• Complete extensive ongoing training to maintain competency in financial markets and instruments.

Must-Have Skills

• Strong verbal and written English communication skills.
• Very good keyboard/typing skills; formal typing training is a plus.
• Proficiency with MS Office, including:
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Strong problem-solving and analytical skills.
• Customer-centric mindset.
• Ability to work accurately under pressure.
• Strong team-player skills.
• Strong sense of urgency.

Qualifications & Experience

• Bachelor's degree or equivalent experience.
• 1–5 years of call center/customer service experience.