Business Process Analyst

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations. The Business Process Analyst role involves providing service via inbound contact center, responding to customer inquiries, and supporting day-to-day operations in the customer service area.

Responsibilities:

• 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

Requirements:

• High school diploma or G.E.D. is mandatory and will need to be provided
• Two years of customer service and call center experience is mandatory
• Life insurance call center experience is mandatory
• Experience in financial, investment, insurance or banking services where FINRA certification was required is a mandatory experience for this role
• FINRA 6 or 7 minimum Certification is required at hire (currently registered or U5 within 2-year FINRA window and in good standing)
• 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
• 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 is preferred