Call Center Agent

Job Title: Call Center Agent

Location: Mesa, AZ, looking for locals

Work Arrangement: Training will be onsite for (4-8 weeks) & then role will be remote

Employment Type: Contract

Job Description:

Answer incoming calls from shareholders, brokers and institutional clients for the various clients that customer supports. Provide superior customer service to all clientele (both internal and external). A job holder in this position will also be responsible to perform necessary research regarding account problems and make outbound calls as necessary. The ability to meet individual caller needs while contributing to overall service standards is critical.

Job Duties:

• 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 client 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.

Must Have Skills:

• Strong Verbal and Written English

• 1-5 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.

Work Authorization: Applicants must be legally authorized to work in the United States.

Equal Employment Opportunity

Themesoft Inc is an Equal Employment Opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.

Thanks & Regards,

Vignesh

vignesh@themesoft.com