Call Center Representative
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Job Description
FINRA-licensed call center representative handling complex client inquiries, account maintenance, and financial transactions. Supporting insurers through DXC Technology’s insurance software and BPS solutions.
Responsibilities:
- Provide service through the inbound contact center and respond to complex customer inquiries
- Research and resolve client requests or escalate them appropriately
- Perform account updates, maintenance, and transaction processing
- Maintain accurate documentation and account history records
- Process and distribute incoming and outgoing mail for multiple clients according to SLAs
- Conduct data entry and document matching
- Collaborate with team members, management, and customers to resolve service issues
- Support escalation management and service recovery activities
- Assist with Voice of the Customer feedback reviews and remediation actions
- Contribute to continuous improvement initiatives and recommend workflow enhancements
- Support supervisors with daily operational activities, including training or mentoring less experienced team members
- Participate in QA reviews for FINRA-regulated transactions involving variable investment products
Requirements:
- 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
- High school diploma or GED required
- 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
Benefits:
- Company-provided equipment for your home office setup
- Home-based work arrangement
- Full-time employment
- Standard Monday–Friday schedule with 8-hour shifts
- Equal opportunity employment
- Disability accommodations available
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