Call Center Supervisor – FINRA Certified

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

📋 Description

• Oversee, mentor, and nurture a team of Customer Service Representatives.

• Ensure compliance with regulatory standards and internal audit protocols, including FINRA guidelines.

• Assess team performance utilizing KPIs, quality assurance metrics, and call evaluations.

• Create and execute customer service strategies, policies, and procedures.

• Deliver continuous training and support on compliance, systems, and product knowledge.

• Handle and resolve intricate customer escalations.

• Work collaboratively across departments to guarantee a seamless and uniform customer experience.

• Keep precise documentation of customer interactions in CRM systems and ensure data accuracy.

• Stay informed about industry trends, regulatory changes, and product updates.

⛳️ Requirements

• Bachelor's degree in Business Administration, Finance, or a related discipline (or equivalent experience).

• At least 3–5 years of experience in customer service, ideally within insurance, banking, or financial services.

• Demonstrated leadership experience with a successful history of coaching and developing teams.

• Strong grasp of financial services regulations and compliance standards.

• Exceptional communication, interpersonal, and problem-solving abilities.

• Capability to manage multiple priorities in a dynamic, high-volume environment.

• Proficient in Microsoft Office and CRM systems.

• Possession of active FINRA licenses, such as SIE, Series 6 and/or Series 7, and Series 63 and/or Series 65/66.

• Ability to maintain and renew licenses in good standing throughout employment.

• Comprehensive knowledge of FINRA compliance, securities regulations, and client interaction standards.

• Experience in a regulated financial setting, ensuring compliance with audit and regulatory controls.

🏝️ Benefits

• Fully remote position available within the United States.

• Flexible support for varying time zones or business requirements.

• Emphasis on in-person collaboration while providing flexibility to accommodate wellbeing, productivity, individual work styles, and personal circumstances.

• Supportive and inclusive work environment.

• Commitment to Equal Opportunity employment.

• Disability accommodations available.

• Federal, state, and local applicant postings accessible in English and Spanish where applicable.