Call Center Representative
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Job Description
FINRA-licensed call center representative supporting complex client inquiries, account transactions, and compliance. Serving insurers through DXC Technology’s insurance software and BPS services.
Responsibilities:
- Provide high-quality client support through the inbound contact center
- Respond to complex customer inquiries and ensure timely resolution or escalation
- Research and resolve client requests while maintaining service and compliance standards
- Perform account updates, maintenance, and transaction processing
- Process and distribute incoming and outgoing mail for multiple clients under established SLAs
- Conduct data entry and document matching to maintain accurate account information
- Collaborate with team members, management, and customers to resolve service issues
- Support escalation management and service recovery for complex client cases
- Assist with Voice of the Customer feedback reviews and remediation actions
- Contribute to continuous improvement initiatives and recommend workflow enhancements
- Support supervisors with daily operations, including training or mentoring less experienced team members
- Participate in Quality Assurance reviews for FINRA-regulated transactions involving variable investment products
Requirements:
- FINRA Series 6, 7 or SIE 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
- Minimum 2 years of customer service experience in a call center environment
- Life insurance experience
- Prior experience in financial services, investment services, insurance, or banking environments where FINRA certification was 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
- Ability to work Monday–Friday between 7:00 AM and 8:00 PM CST
Benefits:
- Company-provided equipment for your home office setup
- Monday–Friday work schedule with 8-hour shifts
- Inclusive work environment
- Flexibility supporting wellbeing, productivity, individual work styles, and life circumstances
- Disability accommodations available
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