FINRA Certified - Call Center Supervisor

DXC Technology; Deutschland; Remote; EUR 60.000 - 82.000; Vollzeit

Benefits dieser Stelle

Fully remote role

Zusammenfassung

DXC Technology is seeking an experienced Call Center Supervisor to lead a team of Customer Service Representatives supporting insurance and financial services operations. You will drive service excellence, ensure regulatory compliance including FINRA requirements, and foster a high-performance team environment.

Responsibilities include coaching, monitoring KPIs, and implementing strategies to improve efficiency and service quality while maintaining accurate CRM records.

Qualifikationen

• Bachelor's degree in Business Administration, Finance, or related field.
• 3–5 years of customer service experience, preferably in financial services.
• Proven leadership experience with coaching teams.
• Strong understanding of financial services regulations and compliance.
• Excellent communication, interpersonal and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Proficiency in Microsoft Office and CRM systems.

Aufgaben

• Supervise, coach, and develop a team of Customer Service Representatives.
• Ensure adherence to regulatory and compliance standards including FINRA guidelines.
• Monitor KPIs, QA metrics, and call evaluations.
• Develop and implement customer service strategies to improve efficiency and quality.
• Provide ongoing training on compliance, systems, and product knowledge.
• Manage complex customer escalations professionally and timely.
• Collaborate cross-functionally for a seamless customer experience.
• Maintain accurate CRM documentation and data integrity.

Kenntnisse

Leadership

Customer service

Regulatory compliance

CRM systems

MS Office

Ausbildung

Bachelor's degree in Business Administration/Finance or related field

Tools

CRM systems

Microsoft Office

Jobbeschreibung

Job Description:

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You'll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

Role Overview

We are seeking an experienced Call Center Supervisor to lead a team of Customer Service Representatives supporting insurance and financial services operations. This role is responsible for driving service excellence, ensuring compliance with regulatory standards-including FINRA requirements -and fostering a high-performance team environment.

Key Responsibilities

• Supervise, coach, and develop a team of Customer Service Representatives to deliver exceptional customer support.
• Ensure adherence to regulatory and compliance standards, including FINRA guidelines and internal audit requirements.
• Monitor team performance through KPIs, quality assurance metrics, and call evaluations.
• Develop and implement customer service strategies, policies, and procedures to improve operational efficiency and service quality.
• Provide ongoing training and mentorship, including guidance on compliance, systems, and product knowledge.
• Manage and resolve complex customer escalations in a timely and professional manner.
• Collaborate cross-functionally to ensure a seamless and consistent customer experience.
• Maintain accurate documentation of customer interactions in CRM systems and ensure data integrity.
• Stay current on industry trends, regulatory updates, and product changes.

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field (or equivalent experience).
• Minimum of 3-5 years of experience in customer service, preferably within insurance, banking, or financial services.
• Proven leadership experience with a strong track record of coaching and developing teams.
• Strong understanding of financial services regulations and compliance standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Proficiency in Microsoft Office and CRM systems.

FINRA Requirements

• Active FINRA licenses, such as:
  • SIE (Securities Industry Essentials)
  • Series 6 and/or Series 7
  • Series 63 and/or Series 65/66
• Ability to maintain and renew licenses in good standing throughout employment.
• Strong knowledge of FINRA compliance, securities regulations, and client interaction standards.
• Experience working in a regulated financial environment, ensuring adherence to audit and compliance controls.

Work Environment

• Fully remote role within the United States.
• May require flexibility to support different time zones or business needs.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required.

Postings Link (https://mandatoryview.com/?licenceid=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&producttype=onlineapplicant)

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email ([e-mail]) .

Please note: DXC will respond only to requests for accommodations due to a disability.