Customer Service Representative

Responsibilities

• Be available and adhere to your scheduled shift to handle inbound calls promptly
• Answer inbound calls from shareholders and prospective shareholders, responding to inquiries with accuracy and professionalism
• Follow account verification procedures on every call
• Adhere to CPU call handling standards during all customer interactions
• Respond to account and procedural questions, including balances, closing prices, portfolio performance, and quotes
• Listen actively and ask the right questions to identify each client's needs
• Take ownership of client issues and resolve them efficiently
• Maintain accurate shareholder account records across relevant systems
• Escalate complex issues to the appropriate team when needed
• Keep management informed of client feedback and recurring themes
• Make outbound follow-up calls to shareholders when issues can't be resolved during the initial call
• Build and maintain a working knowledge of the systems used for shareholder transactions and account maintenance
• Stay current on Stock Transfer products, services, and systems
• Maintain up-to-date knowledge of client products supported by CPU and internal policies and procedures
• Participate in ongoing training to build and maintain expertise in financial markets and instruments