Job description

FINRA Supervisor Customer Care

salary will be of $70k – 75K PA with benefits + 6K Skilled bonus on Full Time basis

Job Profile Summary

Supervise and facilitate the day-to-day operations in the Call Center. Monitor the daily activities of each Call Center Representative (CCR) with regard to the departmental service standards and quality goals.

Responsibility:

• Evaluates and coordinates workflow and activities to achieve expected volume
• Oversee departmental communications between CCR's and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives
• Field problem calls and escalated calls from CCR's and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of products and services
• Ensure proper training of each CCR. Monitor live and recorded calls providing constructive feedback in a timely manner
• Coordinate efforts to improve quality of service in the department
• Coach and mentor the team while maintaining departmental standards. Ensure performance goals are realistic and achievement is maintained
• Prepare and deliver performance evaluations objectively and in a timely manner

Qualifications:

· Bachelor's degree in business or related field or equivalent experience

· Minimum of 5 years relevant experience

· Excellent written, verbal and presentation skills

· Basic knowledge of insurance company operations

· Ability to accept and manage changing priorities and address issues quickly and professionally. Ability to work in a fast paced environment

· Experience with the Microsoft Office Suite (including Visio), Remote Desktop, VPN, Microsoft Active Directory, Web Browsers, SQL Reporting tools, Adobe, JavaScript, web services, and AWD is a plus

· Basic personal computer skills including mainframes, PC's and networks.

Must obtain Series 6 license within 90 days of employment.

To Apply:

The following criteria MUST be met in order to apply:

Inform current supervisor of application AND receive consent

Meet the minimum requirements of the job

In good standing

2. Licensed FINRA Associate

salary will be of $55k PA with benefits + 6K Skilled bonus on Full Time basis

Responsibilities

• Provides information on a variety of complex customer service issues requiring knowledge of life and health insurance, annuity and investment products and transactions focusing on customer satisfaction, quality, and efficiency.
• Communicates with customers regarding service request or problems; documents, evaluates and resolves customer’s inquiries.
• Thoroughly documents all contacts and conversations; follows up as required.
• Works with other departments to complete customer requests as needed and minimize escalations.
• Gains proficiency in various administration and automated workflow systems.
• Processes complex and varied service requests.
• Represents our customer with professional pride to internal and external customers.
• Consistently meets/exceeds set quality and productivity metrics.
• Functions w/in a team-based environment, and actively participates in achieving team goals. Meets/exceeds performance metrics as determined by department.

Qualifications

• Current FINRA Series 6 or any other license at time of application.
• High School diploma or equivalent.
• Up to 1 year experience with call center or customer service experience/training.
• Fundamental computer knowledge and maneuverability within window applications.
• Basic understanding of Microsoft office suite, specifically Word and Excel.

Job Type: Full-time

Salary: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: One location

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