FINRA CERTIFIED CALL CENTER SUPPORT - US

DXC Technology

1d•Remote

About The Position

Job Description: Essential Job Functions- Registered Representative - FINRA Required · Provides service via inbound contact center /telephones and responds to highly complex customer questions and/or escalates/ refers call or service request to appropriate personnel. · Research customer inquiries and responds to appropriate parties in a timely manner. · Perform account updates/Maintenance, processes requests and updates account history with results of inquiry to include proper documentation. · Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements as needed. · Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information as needed. · Interfaces with team members, management, and customers in reference to customer service issues. · Supports escalation and resource calls and research and resolution work from front-line and back-office admin teams as assigned. · Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations as assigned. · Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. - Continuous improvement activity · Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff. · Support QA function for general service teams and enhanced QA review required for FINRA registered associates performing transactions on products with Variable investment feature (FINRA governed) as needed/assigned.

Requirements

High school diploma or G.E.D. is mandatory and will need to be provided
Two years of customer service and call center experience is mandatory
Life insurance experience is mandatory
Experience in financial, investment, insurance or banking services where FINRA certification was required is a mandatory experience for this role
FINRA 6 or 7 minimum Certification is required at hire (currently registered or U5 within 2-year FINRA window and in good standing)

Nice To Haves

Experience working with organizational functions and personnel
Experience working with fax machines, computer software, and telephone technology
Experience working with and skilled in the use of help desk software
Strong business and analytical problem-solving skills
Strong communication skills
Ability to work independently
Ability to follow oral and written directions
Lean /Six Sigma certification or experience is preferred

Responsibilities

Provides service via inbound contact center /telephones and responds to highly complex customer questions and/or escalates/ refers call or service request to appropriate personnel.
Research customer inquiries and responds to appropriate parties in a timely manner.
Perform account updates/Maintenance, processes requests and updates account history with results of inquiry to include proper documentation.
Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements as needed.
Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information as needed.
Interfaces with team members, management, and customers in reference to customer service issues.
Supports escalation and resource calls and research and resolution work from front-line and back-office admin teams as assigned.
Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations as assigned.
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
Support QA function for general service teams and enhanced QA review required for FINRA registered associates performing transactions on products with Variable investment feature (FINRA governed) as needed/assigned.