Analyst I Business Process Solutions Customer Service FINRA Certified at DXC Technology Tulsa, OK

Comunidade Metodista; Tulsa (OK); On-site; USD 45,000 - 64,000; Full time

Job summary

DXC Technology Company in the United States seeks a skilled customer service professional for an inbound contact center role, handling highly complex inquiries and coordinating with appropriate teams. The position emphasizes FINRA-related requirements and working with financial, investment, and banking products.

The role involves researching inquiries, updating accounts, and supporting front-line and back-office staff, with emphasis on accuracy, documentation, and service recovery.

Qualifications

• High school diploma or GED.
• Two or more years of customer service or other telephone experience, FINRA certification.
• Experience with organizational functions and personnel.
• Experience with fax machines, computer software, and telephone technology.
• FINRA 6 or 7 minimum Certification required at hire.

Responsibilities

• Provides service via inbound contact center / telephones and responds to highly complex customer questions or escalates to appropriate personnel.
• Research customer inquiries and respond to appropriate parties in a timely manner.
• Perform account updates/Maintenance, process requests and update account history with results of inquiry and proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients as needed.
• Performs data entry and matches documents to accounts to ensure up-to-date information.
• Interfaces with team members, management, and customers regarding customer service issues.
• Support escalation and resource calls and research and resolution work from front-line and back-office admin teams as assigned.
• Support service recovery activities in managing client call remediation and VOC feedback and escalations as assigned.
• Review and modify procedures and workflows to improve processing efficiency.

Skills

Customer service

Phone support

Communication skills

Independence

Lean Six Sigma

Education

High school diploma or GED

Tools

Help desk software

Fax machines

Telephone technology

Computer software

Job description

Essential Job Functions:

• Provides service via inbound contact center /telephones and responds to highly complex customer questions and/or escalates/ refers call or service request to appropriate personnel.
• Research customer inquiries and responds to appropriate parties in a timely manner.
• Perform account updates/Maintenance, 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 as needed.
• Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information as needed.
• 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 as assigned.
• Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations as assigned.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. - Continuous improvement activity
• 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) as needed/assigned.

Basic Qualifications

• High school diploma or G.E.D.
• Two 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 and in good standing)

Other Qualifications

• Strong business and analytical problem-solving skills
• Strong communication skills
• Ability to work independently
• Ability to follow oral and written directions
• Lean /Six Sigma certification or experience preferred

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 . Postings are available in English, and in Spanish, where required.

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