Call Center Agent- Remote (must be local to Mesa, AZ — Training will be onsite)

Call Center Agent (CSR) 

Location: Remote (must be local to Mesa, AZ) — Training will be onsite, role transitions to remote thereafter
Schedule: Once remote, work hours fall within Call Center hours (EST): Monday–Friday 8:00 AM–8:00 PM, Saturday 9:00 AM–5:30 PM

About the Role:
This position handles incoming calls from shareholders, brokers, and institutional clients, delivering superior customer service to both internal and external clientele. The role also involves researching account issues and making outbound calls as needed. Meeting individual caller needs while upholding overall service standards is essential.

Job Duties:

• Adhere to daily schedule by being available to take inbound calls as scheduled
• Answer inbound calls from shareholders and prospective shareholders — respond promptly and professionally to telephone inquiries
• Ensure account verification procedures are followed
• Adhere to 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 informed of client feedback
• Make outbound follow-up calls to shareholders for issues not resolved at point-of-call
• Maintain understanding of systems required to initiate shareholder transaction and maintenance requests
• Stay current on Stock Transfer products, services, and systems
• Maintain working knowledge of supported client products
• Maintain working knowledge of relevant policies and procedures
• Complete extensive ongoing training to maintain competency in financial markets and instruments

Must-Have Skills:

• Strong verbal and written English
• Very good keyboard skills (formal typing training is a plus)
• Proficient with MS Office (PowerPoint, Excel, Word)
• Strong problem-solving and analytical skills
• Customer-centric mindset
• Ability to work accurately under pressure
• Good team player
• Strong sense of urgency

Additional Requirements:

• Bachelor's degree or equivalent experience
• 1–5 years of call center/customer service experience, ideally in Financial Services