Call Center Supervisor – Insurance Operations

DXC Technology • Nashville, TN

2d • Remote

About The Position

We are seeking an experienced Call Center Supervisor to lead a team of Customer Service Representatives supporting insurance and financial services operations. This role is responsible for driving service excellence, ensuring compliance with regulatory standards—including FINRA requirements—and fostering a high-performance team environment.

Requirements

• Bachelor’s degree in Business Administration, Finance, or a related field (or equivalent experience).
• Minimum of 3–5 years of experience in customer service, preferably within insurance, banking, or financial services.
• Proven leadership experience with a strong track record of coaching and developing teams.
• Strong understanding of financial services regulations and compliance standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Proficiency in Microsoft Office and CRM systems.

Nice To Haves

• FINRA Requirements
• Active FINRA licenses, such as: SIE (Securities Industry Essentials)
• Series 6 and/or Series 7
• Series 63 and/or Series 65/66
• Ability to maintain and renew licenses in good standing throughout employment.
• Strong knowledge of FINRA compliance, securities regulations, and client interaction standards.
• Experience working in a regulated financial environment, ensuring adherence to audit and compliance controls.

Responsibilities

• Supervise, coach, and develop a team of Customer Service Representatives to deliver exceptional customer support.
• Ensure adherence to regulatory and compliance standards, including FINRA guidelines and internal audit requirements.
• Monitor team performance through KPIs, quality assurance metrics, and call evaluations.
• Develop and implement customer service strategies, policies, and procedures to improve operational efficiency and service quality.
• Provide ongoing training and mentorship, including guidance on compliance, systems, and product knowledge.
• Manage and resolve complex customer escalations in a timely and professional manner.
• Collaborate cross-functionally to ensure a seamless and consistent customer experience.
• Maintain accurate documentation of customer interactions in CRM systems and ensure data integrity.
• Stay current on industry trends, regulatory updates, and product changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level