Finra Certified Call Center Support

Job Description

Registered Representative – FINRA Required role in inbound contact center. Provide customer service, data entry, quality assurance, and compliance with FINRA regulations.

• Provide service via inbound contact center and respond to highly complex customer questions, escalates/refer call to appropriate personnel.
• Research customer inquiries and respond to appropriate parties in a timely manner.
• Perform account updates/maintenance, process requests, and update account history with proper documentation.
• Process and distribute incoming and outgoing mail for multiple clients in accordance with established service level agreements as needed.
• Perform data entry and match documents to appropriate accounts to ensure up-to-date and accurate information as needed.
• Interface with team members, management, and customers in reference to customer service issues.
• Support escalation and resource calls and research and resolution work from front-line and back-office admin teams as assigned.
• Support service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations as assigned.
• Review and recommend modifications to procedures and workflow to ensure efficient and effective processing of transactions (continuous improvement activity).
• Assist supervisor/manager with 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.

• High school diploma or GED (mandatory).
• Two years of customer service and call center experience (mandatory).
• Life insurance experience (mandatory).
• Experience in financial, investment, insurance or banking services where FINRA certification was required (mandatory).
• FINRA 6 or 7 minimum certification required at hire (currently registered or U5 within 2-year FINRA window and in good standing).

• 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 (preferred).

• This position is remote within the United States of America.
• We will provide equipment to work in your home office environment.
• Standard working hours:
  Monday to Friday, 7:00 am – 8:00 pm CST (8-hour shifts).
• All applicants must be legally authorized to work in the United States without requiring sponsorship now or in the future.

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status or any other basis prohibited by law.

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