Customer support associate

Job Description : Job Description

Job Description

DXC Technology (NYSE : DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds.

The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience.

Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

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
• FINRA 6 or 7 minimum 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

Last updated : 2024-03-26