Exl Service

Sr. Customer Service Representative - FINRA

Regular Full-Time
Job Code


EXL Service (NASDAQ: EXLS) is a global end-to-end Insurance Administration provider with Life, Annuity and Health operations, headquartered in New York. EXL was incorporated in 1999 and has since grown to be one of the leading insurance service provider companies with its 23,000 employees including 9000+ talented insurance domain experts and 300+ FLMI, CLU, CPCU, ChFC, RHU, REBC, Series 6 and Series 26 licensed professionals, 20+ service delivery centers across US, India, The Philippines, Malaysia, Czech Republic, Romania and Bulgaria. We’re looking for ambitious and smart individuals to join our Customer Service Operations teams in Richmond, VA.



  • Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products.
  • Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
  • Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standardsUpdate information in administrative and workflow systems to process producer and/or policyholder requests within established time and quality standards
  • Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
  • Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
  • Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year Provide suggestions for improvement of current processes to management




  • Two-year college degree or equivalent experience in financial institution operations, customer service, and/or annuity service operations
  • Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
  • Knowledgeable in annuity products (variable and fixed)Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
  • Scheduled hours may range from 8:15am-6pm Monday – Friday
  • Ability to work overtime on an as needed basis, often without notice
  • Prefer people with FINRA Series 6 licensed

Additional Competencies Required:

  • Excellent written and verbal communication skills
  • Sharp attention to detail and ability to perform with a high degree of accuracy
  • Able to meet multiple performance targets @ or above benchmark service levels; including but not limited to accuracy, call quality, timeliness, and productivity
  • Ability and willingness to learnDemonstrated decision making skills
  • Flexible/Open to change - ability to adapt positively to changing business needs
  • Focus on results - Proven ability to set and meet aggressive goals
  • Work harmoniously with peers in a team environment to accomplish personal and professional goals.
  • Previous call center experience a plus


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