Call Center Support Representative

This is a fully remote position, open to applicants in Louisiana, +8 more states.

📋 Description

• Deliver outstanding service through the inbound contact center.

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

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

• Execute account updates, maintenance, and transaction processing.

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

• Carry out data entry and document matching tasks.

• Work collaboratively with team members, management, and customers to address service challenges.

• Aid in escalation management and service recovery efforts.

• Assist with Voice of the Customer feedback assessments and remedial actions.

• Participate in continuous improvement initiatives and suggest workflow enhancements.

• Support supervisors with daily operational duties, including training or mentoring less seasoned team members.

• Engage in Quality Assurance reviews for FINRA-regulated transactions.

⛳️ Requirements

• High school diploma or GED is mandatory.

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

• Experience in life insurance is essential.

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

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

• Proven experience collaborating across multiple organizational teams and stakeholders.

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

• Strong analytical and problem-solving abilities.

• Outstanding communication and customer engagement skills.

• Capacity to work autonomously and handle multiple priorities.

• Lean or Six Sigma certification or relevant experience is advantageous.

🏝️ Benefits

• Company-provided equipment for your home office configuration.

• Flexibility to promote wellbeing, productivity, individual work styles, and life situations.

• An inclusive work environment.

• Equal Opportunity employment.

• Disability accommodations available.

• Participation in E-Verify.