FINRA Certified Call Center Supervisor

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 worlds most complex technology estates.

DXCs 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. Youll directly shape how the worlds 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 standardsincluding FINRA requirementsand 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

• Bachelors degree in Business Administration Finance or a related field (or equivalent experience).

• Minimum of 35 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.