FINRA Certified - Call Center Representative

Location: Northern

*
* Job Description:

** We are seeking a
** FINRA-licensed Registered Representative
** to join our customer service team. In this role, you will provide high-quality support to clients through our contact center, assisting with complex inquiries, account maintenance, and financial service transactions.

This is an excellent opportunity for professionals with
** life insurance and financial services experience
** who are passionate about delivering exceptional customer service while ensuring compliance with regulatory standards.  
** Responsibilities
* ** Provide exceptional service through the inbound contact center, responding to
** complex customer inquiries
** and ensuring timely resolution or appropriate escalation.
* Research and resolve client requests efficiently while maintaining
** high service standards and compliance requirements**.
* Perform
** account updates, maintenance, and transaction processing**, ensuring accurate documentation and account history records.
* Process and distribute incoming and outgoing mail for multiple clients in accordance with
** established service level agreements (SLAs)**.
* Conduct
** data entry and document matching
** to maintain accurate and up-to-date customer account information.
* Collaborate with team members, management, and customers to resolve service issues and improve the customer experience.
* Support
** escalation management and service recovery activities**, including research and resolution for complex client cases.
* Assist with
** Voice of the Customer (VOC)
** feedback reviews and remediation actions when necessary.
* Contribute to
** continuous improvement initiatives**, recommending enhancements to procedures and workflows to increase efficiency and service quality.
* Support supervisors with
** daily operational activities**, including training or mentoring less experienced team members.
* Participate in
** Quality Assurance (QA) reviews**, particularly for FINRA-regulated transactions involving products with variable investment features.  
** Required Experience**
* ** Minimum 2 years of customer service experience in a call center environment**.
* ** Life insurance experience is required**.
* Prior experience in
** financial services, investment services, insurance, or banking environments where FINRA certification was required**.
* ** FINRA Series 6 or Series 7 license required at the time of hire** (currently registered or within the 2-year U5 FINRA window and in good standing).  
** Preferred Qualifications**
* ** High school diploma or GED** (required).
* Experience working across multiple
** organizational teams and stakeholders**.
* Familiarity with
** contact center technology**, including phone systems, help desk software, and document processing tools.
* Strong
** analytical and problem-solving skills**.
* Excellent
** communication and customer engagement skills**.
* Ability to
** work independently and manage multiple priorities**.
* Lean or
** Six Sigma certification or experience
** is a plus.  
** Work Environment
*** Company-provided equipment for your
** home office setup**
* ** Standard work schedule:
** Monday – Friday, between
** 7:00 AM and 8:00 PM CST** (8-hour shifts)