Job Description

Sr. Associate, Customer Support (Internal)

We are actively hiring Sr. CSR IIs for the Annuities team at DXC! As a Sr. CSR II, you will handle customer service inquiries via the telephone and/or email and resolves problems. Use computerized systems for tracking, information gathering, and/or troubleshooting. Maintain quality service by following policies and procedures and reporting needed changes. And, contribute to team effort by accomplishing related results as needed. The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.

Responsibilities

• Respond to customers, agents and broker/dealers requests via telephone or email, providing high quality service to BHF Annuity customers who have insurance or other financial service products or benefit plans.
• Research and respond to questions regarding status updates, policy provisions of fixed and variable annuities, errors, application & contract discrepancies and processing delays.
• Educate Financial Service Representatives on market requirements, processes, contract provisions and annuity products.
• Efficiently process transactions and track responses to ensure completion.
• Enhance and strengthen the relationship between the customer and BHF using strong communication skills, keen listening skills and empathy.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customers inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Required Qualifications

• High School diploma
• 1-2 years of customer service experience
• An ability to work a shift during the hours of operation of 7:30 AM to 5:30 PM Monday Friday; must be flexible in regard to overtime & shift worked, which may change based on business needs.
• Must obtain FINRA (formerly NASD) Series 6 license within 90 days of hire
• Outstanding customer service skills and dedication to providing exceptional customer care
• Exceptional listening and analytical skills
• Solid time management skills
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed

Preferred Qualifications

• Some college experience or a trade or professional certification.
• Insurance or Financial Services industry experience or Product specific experience.
• Prior Call Center experience is highly preferred.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills.

About DXC Technologies

DXC Technologies is a phenomenal place where high achievers embrace change and thrive together. We are committed to helping our customers across the entire enterprise technology stack. We modernize IT, optimize data architectures, and make everything secure, scalable and orchestrated across public, private and hybrid clouds. We combine years of experience running mission-critical systems with the latest digital innovations to deliver better business outcomes and new levels of performance, competitiveness and experiences for our customers. We bring our passion in everything we do and are dedicated to our client interactions. We are an inclusive and diverse community, who are supported by strong leaders that are committed to giving each of us a voice while achieving our mission. Our collaborative and supportive structure will help you develop your skills, experience, and your career.

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