FINRA Certified - Call Center Supervisor at DXC Technology in USA - TN - ANY CITY

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.
• 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.

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.

Requirements

• 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.
• 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.

Skills

Required

• Microsoft Office
• CRM systems