Call Center Representative

Job Title: Support Center RepresentativeLocation: Rockville, MD (9509 Key West Ave — Hybrid: 3 days on-site / 2 days remote)Position Type: Long-Term Contract-to-Hire (12 Months Initial)Pay Rate: $24.00 / hourOperating Hours: Monday – Friday, 8:00 AM – 8:00 PM ESTSchedule Options:Full-Time: Must be flexible to work an 8-hour shift between 8:00 AM and 8:00 PM EST, Monday–Friday.Part-Time: Requires flexibility for 3 days on-site and 2 days remote (typically 4 hours/day, M–F, morning to mid-day; no late shifts).About the RoleWe are seeking a detail-oriented, customer-focused Support Center Representative to join our team in Rockville, MD. In this role, you will act as a primary point of contact for industry members, regulatory users, member firms, and the general public. You will navigate specialized enterprise applications to resolve regulatory, registration, credentialing, and functional compliance requests while upholding FINRA’s core mission of investor protection and market integrity.Key ResponsibilitiesRegulatory & System Support: Respond to customer requests regarding industry regulations, registration, and credentialing by providing functional and navigational support across FINRA Support Center systems (Web CRD/IARD, Proctor, OASIS, and associated portals).Call Intake & Issue Resolution: Intake customer inquiries, conduct research, resolve issues, and confer with senior staff or subject matter experts on complex cases as needed.Registration & Licensing Assistance: Guide representatives with Form U4/U5 filing information and address two-year license registration questions.Firm & Executive Compliance: Assist executive representatives and authorized contacts of member firms with routine credentialing questions, system usage, and quarterly contact updates.Case Logging & Documentation: Accurately log, track, document, and resolve support cases within the CRM application (CRIS) in accordance with FINRA procedures and SLA timeframes.Public & Regional Support: Provide standard procedures for initiating complaints, process BrokerCheck/public search requests, and assist regional District Offices with compliance activities.Examination & Scheduling Review: Review the Proctor application to check registration status and schedule non-member examination applications.Requirements & QualificationsEducation: 4-Year Bachelor’s Degree required.Experience: Prior experience in customer service, call center operations, or financial/regulatory support preferred.Schedule & Work Arrangement:Ability to adhere to the hybrid model (3 days on-site in Rockville, MD / 2 days remote).Flexibility to work required shift hours (Full-Time: 8:00 AM–8:00 PM window; Part-Time: M–F morning/mid-day shifts).Core Competencies: Strong technical aptitude for enterprise systems, professional communication skills, continuous development of registration rule proficiency, and alignment with FINRA’s values and collaborative mission.Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact .Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).This posting is open for thirty (30) days.