Associate Customer Support - FINRA certification required

Associate Customer Support

· Answers telephones and responds to highly complex customer questions and/or forwards call to appropriate personnel.

· Research customer inquiries and responds to appropriate parties in a timely manner.

· Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

· Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

· Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

· Interfaces with team members, management, and customers in reference to customer service issues.

· Supports escalation and resource calls and research and resolution work from front-line and back-office admin teams

· Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations

· Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

· Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

· Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.

· Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.

· Support QA function for general service teams and enhanced QA review required for FINRA registered associates performing transactions on products with Variable investment feature (FINRA governed)

Basic Qualifications

· High school diploma or G.E.D.

· Six or more years of customer service or other telephone experience-Experience must include financial/investment/insurance or banking that required FINRA certification-

· Experience working with organizational functions and personnel

· Experience working with fax machines, computer software, and telephone technology

· Experience working with and skilled in the use of help desk software

· FINRA 6 or 7 minimum Certification required at hire (currently registered or U5 within 2-year FINRA window)

Other Qualifications

· Strong business and analytical problem-solving skills

· Strong communication skills

· Ability to work independently

· Ability to follow oral and written directions

Work Environment

· Virtual Work environment

· May require shift work

Job Type: Full-time

Salary: $50,000.00 - $52,000.00 per year

Benefits:

• Work from home

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

License/Certification:

• FINRA 6 or 7 Certification (Required)

Work Location: Remote