EXL · 5 hours ago
FINRA Contact Center Rep
United States
Full-time
Remote
Entry Level
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Responsibilities
Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to Variable Universal Life and support other life product lines
Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards
Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year
Provide suggestions for improvement of current processes to management
Ensure that the calls are handled as per procedures
Ensure that the assigned targets in accordance with SLA and any internal standards are met
Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
Maintain and provide the relevant process reports in a timely manner
Ensure adherence to established attendance schedules
Qualification
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Required
Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to Variable Universal Life and support other life product lines
Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards
Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year
Provide suggestions for improvement of current processes to management
Ensure that the calls are handled as per procedures
Ensure that the assigned targets in accordance with SLA and any internal standards are met
Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
Maintain and provide the relevant process reports in a timely manner
Ensure adherence to established attendance schedules
Knowledge of computers
Knowledge of key parts of the computer and rebooting the system
Preferably good typing speed and accurate system updating
Phone call/master handling skills
Keyboarding skills (at least 30 wpm)
Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
Series 6 or 7 Registered
Knowledge about Variable Universal Life Insurance Policies
System knowledge
Knowledge on quality procedures
Attention to detail
Adaptable and flexible
Active listening skills
Self-discipline
Learning and decision making
Listening, patience and action oriented
Excellent verbal and written communication
Preferred
Candidate preferred with contact center work experience in a similar environment in an Insurance process.
Company
EXL
EXL is a provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries
Founded in 1999
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$150MKey Investors
The Orogen GroupFTV Capital
2018-10-02Post Ipo Debt· $150M
2006-10-20IPO
2004-12-01Series Unknown
Leadership Team
Keith Johnson
SVP Global Digital Solutions and Business Development Lead
Chaithanya Manda
VP of Digital Research and Development
Recent News
2024-06-04
Company data provided by crunchbase
