Call Center Representative

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

📋 Description

• Deliver exceptional client support through the inbound contact center.

• Address complex customer inquiries and ensure prompt resolution or escalation.

• Investigate and resolve client requests while upholding service and compliance standards.

• Execute account updates, maintenance, and transaction processing.

• Handle and distribute incoming and outgoing mail for multiple clients in accordance with established SLAs.

• Conduct data entry and document matching to ensure accurate account information.

• Collaborate with team members, management, and customers to address service issues.

• Assist with escalation management and service recovery for intricate client cases.

• Support Voice of the Customer feedback reviews and remedial actions.

• Participate in continuous improvement initiatives and suggest workflow enhancements.

• Aid supervisors in daily operations, including training or mentoring less experienced team members.

• Engage in Quality Assurance reviews for FINRA-regulated transactions involving variable investment products.

⛳️ Requirements

• FINRA Series 6, 7, or SIE license is mandatory at the time of hire (currently registered or within the 2-year U5 FINRA window and in good standing).

• High school diploma or GED is required.

• A minimum of 2 years of customer service experience in a call center setting.

• Experience in life insurance.

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

• Experience collaborating 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 abilities.

• Excellent communication and customer engagement skills.

• Capability to work independently and juggle multiple priorities.

• Lean or Six Sigma certification or experience is advantageous.

• Availability to work Monday–Friday between 7:00 AM and 8:00 PM CST.

🏝️ Benefits

• Equipment provided by the company for your home office setup.

• Monday–Friday work schedule consisting of 8-hour shifts.

• An inclusive work environment.

• Flexibility that supports wellbeing, productivity, individual work styles, and life circumstances.

• Disability accommodations available.