Insurance Costumer Support Job at DXC Technology, Ashburn, VA

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  • DXC Technology
  • Ashburn, VA

Job Description

  • 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.

Basic Qualifications

  • High school diploma or G.E.D.
  • Two or more years of customer service or other telephone experience-Experience must include financial/investment/insurance or banking that required FINRA certification-
  • 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
  • FINRA 6 or 7 minimum Certification required at hire (currently registered or U5 within 2-year FINRA window and in good standing)

Other Qualifications

  • 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 preferred

Work Environment

  • May require shift work

Job Tags

Shift work,

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