Call Center Representative

This is a fully remote position, open to applicants in New York, +7 more states.

📋 Description

• Deliver exceptional service through the inbound contact center and address intricate customer inquiries.

• Investigate and resolve client requests or appropriately escalate issues when necessary.

• Execute account updates, maintenance tasks, and process transactions.

• Ensure accurate documentation and maintain comprehensive account history records.

• Manage and distribute incoming and outgoing mail for various clients in accordance with SLAs.

• Engage in data entry and document matching activities.

• Collaborate effectively with team members, management, and clients to address service challenges.

• Assist in escalation management and activities focused on service recovery.

• Participate in Voice of the Customer feedback analysis and remediation efforts.

• Contribute to ongoing improvement initiatives and suggest enhancements to workflows.

• Provide support to supervisors with daily operational tasks, including the training or mentoring of less experienced team members.

• Take part in QA reviews for FINRA-regulated transactions involving variable investment products.

⛳️ Requirements

• At least 2 years of customer service experience in a call center setting.

• Experience in life insurance is mandatory.

• Previous experience in financial services, investment services, insurance, or banking environments where FINRA certification was required.

• FINRA Series 6 or Series 7 license is a prerequisite at the time of hire; must be currently registered or within the 2-year U5 FINRA window and in good standing.

• A high school diploma or GED is required.

• Knowledge of contact center technology, including phone systems, help desk software, and document processing tools.

• Strong analytical and problem-solving capabilities.

• Excellent communication and customer engagement skills.

• Ability to work independently and handle multiple priorities effectively.

• Lean or Six Sigma certification or experience is advantageous.

🏝️ Benefits

• Company-provided equipment for your home office setup.

• Flexible home-based work arrangement.

• Full-time employment opportunity.

• Standard Monday–Friday schedule with 8-hour shifts.

• Commitment to equal opportunity employment.

• Availability of disability accommodations.