About this opportunity
Cognizant lists this Subject Matter Expert – Call Center (Mesa-AZ) opportunity in mesa, Arizona. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Summary:
Serve as the go-to product, process, and systems expert for the Call Center floor, supporting shareholders, brokers, and institutional clients across the range of clients CPU supports. Provide real-time guidance to agents on complex account issues, own knowledge content and process documentation, and partner with Training and Quality to continuously raise the team's competency in Stock Transfer products, services, and systems. This role is ideal for a high-performing agent ready to deepen their expertise and influence quality.
Key Responsibilities:
Act as the primary point of contact for agents' complex or non-standard account, product, and procedural questions in real time
Take escalated or specialized inbound/outbound calls from shareholders and prospective shareholders that require advanced product knowledge
Maintain and update knowledge base articles, process documents, and job aids for CPU-supported clients and products
Partner with Training to design and deliver refresher training and new-hire knowledge sessions on Stock Transfer products, services, and systems
Monitor calls and account handling for accuracy against account verification and CPU call handling procedures, feeding findings back to Team Leader
Identify recurring knowledge gaps or process breakdowns and recommend corrective action or documentation updates
Stay current on changes to client products, regulatory requirements, and CPU policies and cascade updates to the floor
Support root-cause analysis on escalated shareholder issues and recommend systemic fixes
Partner with Team Leaders and Quality on calibration sessions to align on quality standards
Assist with testing and floor readiness for new products, systems, or process changes before go-live
Maintain expert-level working knowledge of the systems used to initiate shareholder transaction and maintenance requests
Complete and help deliver extensive ongoing training to maintain competency in financial markets and instruments
Requirements:
High School Diploma or GED
2-6 years of experience in a call center customer service environment, ideally in Financial Services
Strong written communication skills for documentation and knowledge content
Demonstrated deep working knowledge of CPU products, systems, and call handling procedures
Strong problem solving and analytical skills; able to diagnose root cause on complex account issues
Very good keyboard skills; conversant using MS Office - PowerPoint, Excel, and MS Word
Customer-centric with strong verbal coaching/mentoring ability
Salary and Other Compensation:
Applications will be accepted until September 22nd, 2026.
The hourly rate for this position is between $24 - $25 per hour, depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits:
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
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Worksite address
mesa, AZ, 85123, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.