FINRA Certified - Call Center Representative
Job Description:
We are seeking a
FINRA-licensed Registered Representative
to join our customer service team. In this role, you will provide high-quality support to clients through our contact center, assisting with complex inquiries, account maintenance, and financial service transactions. This is an excellent opportunity for professionals with
life insurance and financial services experience
who are passionate about delivering exceptional customer service while ensuring compliance with regulatory standards.
Responsibilities
* Provide exceptional service through the inbound contact center, responding to
complex customer inquiries
and ensuring timely resolution or appropriate escalation.* Research and resolve client requests efficiently while maintaining
high service standards and compliance requirements
.* Perform
account updates, maintenance, and transaction processing
, ensuring accurate documentation and account history records.* Process and distribute incoming and outgoing mail for multiple clients in accordance with
established service level agreements (SLAs)
.* Conduct
data entry and document matching
to maintain accurate and up-to-date customer account information.* Collaborate with team members, management, and customers to resolve service issues and improve the customer experience.* Support
escalation management and service recovery activities
, including research and resolution for complex client cases.* Assist with
Voice of the Customer (VOC)
feedback reviews and remediation actions when necessary.* Contribute to
continuous improvement initiatives
, recommending enhancements to procedures and workflows to increase efficiency and service quality.* Support supervisors with
daily operational activities
, including training or mentoring less experienced team members.* Participate in
Quality Assurance (QA) reviews
, particularly for FINRA-regulated transactions involving products with variable investment features.
Required Experience
*
Minimum 2 years of customer service experience in a call center environment
.*
Life insurance experience is required
.* Prior experience in financial services, investment services, insurance, or banking environments where FINRA certification was required.*
FINRA Series 6 or Series 7 license required at the time of hire
(currently registered or within the 2-year U5 FINRA window and in good standing).
Preferred Qualifications
*
High school diploma or GED
(required).* Experience working 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 skills
.* Excellent
communication and customer engagement skills
.* Ability to
work independently and manage multiple priorities
.* Lean or
Six Sigma certification or experience
is a plus.
Work Environment
* Company-provided equipment for your
home office setup
*
Standard work schedule:
Monday – Friday, between
7:00 AM and 8:00 PM CST
(8-hour shifts)