BPO Customer care senior analyst

3 years of customer service experience, preferably in financial services or a BPO environment. 2 Years MS Office Suite Experience including report writing and presenting. To work Hybrid remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology. Technology 1. Establishes solid working relationships with clients and internal departments to resolve escalated issues. Possesses moderate knowledge of all facets of Variable life Insurance and annuity products. Active FINRA Series 6 and Series 63 licenses (must be current and in good standing). Strong understanding of investment account servicing and mutual fund or annuity products. Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards. You will conduct research to respond to customer inquiries and document customer interactions in the appropriate systems. You will take ownership of each call working to de-escalate customer concerns as needed. Excellent communication skills (verbal and written). Ability to navigate multiple systems and manage time effectively. High attention to detail with a commitment to compliance and accuracy. Provide high-quality customer care through phone, email, and chat channels. Assist clients with inquiries related to investment accounts, transactions, and financial products. Ensure all communication follows FINRA, SEC, and internal compliance policies. Process account updates, documentation requests, and service transactions accurately and efficiently. Research and resolve customer issues promptly while maintaining a positive customer experience. Maintain detailed records of all customer interactions in the CRM system. Management monitors all technical issues and agent downtime.