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Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Insurance BPaaS and BPO services help our customers optimize and transform operations, lower costs, increase agility and open new channels for growth. Our people, technology and best practices improve and automate highly complex business processes across front, middle and back offices — while facilitating customer experience transformation.

Essential Job Functions

• Answers telephones and responds to highly complex customer questions and/or forwards call to appropriate personnel.

• Research customer inquiries and responds to appropriate parties in a timely manner.

• Records calls, 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.

• Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

• 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

• Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations

• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

• Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.

• 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)

Basic Qualifications

• High school diploma or G.E.D.

• Six 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 26 Certification required at hire (currently registered or U5 within 2-year FINRA window)

Other Qualifications

• Strong business and analytical problem-solving skills

• Strong communication skills

• Ability to work independently

• Ability to follow oral and written directions

Work Environment

• Virtual Work environment

• May require shift work.

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Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $35,000 - $65,000.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link (https://mandatoryview.com/?LicenceId=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&ProductType=OnlineApplicant&SubType=PG)

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email (GSS-HR-ER@dxc.com) .

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .