FINRA Certified - Call Center Support Representative

DXC Technology•Nashville, TN

21h•Remote

About The Position

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.

Requirements

High school diploma or GED (required).
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).

Nice To Haves

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.

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.