CSR - Customer Service Agent

Cognizant is a business services company seeking a CSR - Customer Service Agent to provide customer support for shareholders, brokers, and institutional clients. The role involves handling inbound and outbound calls, researching and resolving account issues, maintaining shareholder accounts, and supporting financial product and transaction inquiries.

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 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 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

Requirements:

• Bachelor's degree or equivalent experience
• 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