DXC Technology Annuities Research & Resolution Rep in Charlotte, North Carolina
This individual will be servicing DXC’s closed book of business of annuities and life products. Responsible for the Research and resolution of annuity group issues, including but not limited to product specifications, death claims, transaction processing as well as legal and compliance matters as they relate to group business.
Must have Series 6 license or willing to obtain license within 90 days of hire.
Research and respond to service issue referrals with prompt and accurate communication to internal and external customers.
Written and verbal communication with brokers, agents, client and various plan representatives
Track research issues for root cause analysis
Able to handle other duties as requested
Strong computer skills: MS Office (Excel, Word, Outlook) and Data Entry
Ability to handle high volumes of cases (10-12 a day)
Comfortable with meeting deadlines
Solid knowledge of the financial industry.
Demonstrated Technical & Functional Proficiency.
Ability to communicate effectively.
Focuses on Customer Service.
Demonstrated problem solving ability
Ability to work in a fast-paced continually changing and improving environment.
Ability to handle multiple priorities with accuracy and attention to detail.
3-5 years of related work experience in annuity services or related financial transaction processing, account administration, or customer services.
Employees will work closely with training staff during the first 4 weeks. Employees with shadow senior staff members and gain hands on experience with day to day functions of job, learn internal systems and become acclimated with DXC procedures. Employees will also work closely with Quality team. Total ramping period will last 6 months.
Will gain ground up valuable industry knowledge that will allow them to move up into other opportunities in DXC.
Opportunity to own caseload from start to finish
Ability to work remote (Up to 4 days a week) after 3 – 8 months. Must be fully trained and demonstrating ability to hit goals.
Answers telephones and responds to highly complex customer questions and/or forwards call to appropriate personnel.
Researches 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.
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.
High school diploma or G.E.D.
Two or more years of customer service or other telephone experience
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
Business and analytical problem solving skills
Ability to work independently
Ability to follow oral and written directions
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 (40 or over), 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.
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities