Senior Analyst III - Business Transactions Customer Services - Remote

Overview

We are seeking a highly skilled Customer Service Representative with experience in financial services, insurance, banking, or investments. This role involves providing exceptional customer support, processing account updates, handling inquiries, and ensuring compliance with FINRA regulations.

In Short

• Provide inbound customer service support, addressing complex inquiries and escalating cases as needed.
• Research and resolve customer inquiries in a timely and professional manner.
• Perform account updates, maintenance, and documentation to ensure accurate records.
• Process and distribute incoming and outgoing mail for multiple clients per service level agreements.
• Collaborate with team members, management, and customers to resolve service-related issues.
• Support escalation processes, service recovery efforts, and customer feedback remediation.
• Review and recommend improvements to procedures and workflows to enhance efficiency.
• Assist with training and mentoring less experienced staff.
• Provide Quality Assurance (QA) support for FINRA-registered associates.

Requirements

• Bachelor’s degree in a related field (preferred).
• Customer service experience in financial services, insurance, investments, or banking.
• Active FINRA Series 6 or 7 certification (or U5 status within the 2-year FINRA window, in good standing).
• Experience with organizational functions, personnel, and customer support tools.
• Proficiency in using help desk software, fax machines, and telephone systems.
• Strong analytical and problem-solving skills (preferred).
• Excellent communication and interpersonal skills.
• Ability to work independently and follow written/oral instructions.
• Experience with Lean/Six Sigma methodologies (certification preferred).

Benefits

• Standard working hours: Monday to Friday, 8:00 a.m. – 8:00 p.m. CST (8-hour shifts).
• Equal Opportunity employer.
• Access to various federal, state, and locality-specific applicant posters.
• Disability accommodations available.
• Participation in E-Verify.