Handle inbound customer calls, providing timely and accurate responses to inquiries related to insurance and financial products.
Assist clients with account servicing, including policy information, transactions, updates, and general inquiries.
Research and resolve customer issues, ensuring a high level of service and timely follow-up.
Accurately document all customer interactions, transactions, and resolutions in internal systems.
Process customer requests such as account updates, documentation requests, and transaction-related activities in compliance with company policies and regulatory requirements.
Meet or exceed established service level agreements (SLAs), quality standards, and performance metrics.
Escalate complex or sensitive issues to the appropriate teams when necessary.
Maintain a strong understanding of products, services, and regulatory guidelines.
Identify opportunities to improve processes and enhance the customer experience.

High school diploma or equivalent (G.E.D.)
2+ years of experience in customer service, call center, or a high-volume client-facing environment
Strong communication skills (verbal and written) with the ability to explain information clearly and professionally
Proven ability to manage difficult conversations and de-escalate customer concerns
Strong attention to detail and organizational skills
Ability to multitask and navigate multiple systems efficiently
Comfortable working in a fast-paced, metrics-driven environment
Active FINRA Series 6 or Series 7 license (strongly preferred)
Experience in financial services, insurance, or brokerage environments
Familiarity with investment or insurance products (e.g., annuities, retirement accounts, policies)
Experience working with CRM systems or call center technologies

Insurance Call Center Representative – FINRA Preferred

Key skills