Customer Service Representative (REMOTE)

Equitable•Charlotte, NC

4d•Remote

About The Position

At Equitable, we help clients secure their financial well-being so they can pursue long and fulfilling lives - a mission we’ve honed since 1859. Equitable is looking for a Customer Service Representative (CSR) to join our Individual Retirement team. As a CSR, you will be the front line of support for our clients, delivering timely, accurate, and high-quality service for a range of insurance products—including those influenced by financial market performance. In this dynamic role, you’ll handle a variety of inbound phone inquiries, guide customers through complex processes, and collaborate closely with Floor Support when needed. Success in this position requires strong multitasking skills, confidence navigating multiple systems, and the ability to quickly learn and apply a variety of procedures—all while providing a seamless and positive customer experience.

Requirements

High School Diploma
1+ years of customer service experience with a proven ability to deliver high-quality service, effectively resolve customer inquiries, and create positive interactions through strong communication, active listening, and problem-solving skills
Flexible/Adaptable – ability to work effectively in a variety of situations and respond to change in a positive manner

Nice To Haves

College degree
A strong commitment to our customers. Prior customer service experience with superior customer service skills.
Knowledge of insurance with an understanding of the financial market.
Ability to work alone and with a team in a highly structured environment
Ability to research and effectively utilize available knowledge/ product resources
Excellent interpersonal and communication skills, ability to provide appropriate and understandable responses to resolve customer inquiries via the phone, by utilizing research and analytical skills
Ability to learn and retain a large amount of detailed information within a short period of time
Ability to multitask and use multiple systems simultaneously
Strong work ethic, demonstrates commitment, dedication, highly engaged and involved in the job
High degree of professionalism; inclusive and collaborative work style
Exceptional quality and service focus; highly productive and performance-driven
Comfortable managing a high volume of calls in a fast-paced environment, with the ability to stay focused and energized while working at a workstation (90%25 of the day) and supporting customers by phone
Exhibits a high level of dependability, with consistent adherence to attendance policies and punctuality standards
Communicating Complex Concepts: Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience.
Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Telephone-Based Customer Servicing: Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

Responsibilities

Answer an average of 45-55 inbound calls per day, ranging from simple requests to market sensitive complex inquiries from Clients and Financial Professionals
Deliver exceptional customer service while adhering to Attendance guidelines, Quality, Productivity, Availability, ACW, and Adherence goals established by the department.
This position requires active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures.
Shifts can vary Monday through Thursday between 8:15 AM – 7 PM and Friday 8:15 AM – 5:30 PM. Work schedule will be determined periodically and may fluctuate daily within the hours of operation.
This position offers a remote work schedule that allows you to stay fully engaged with your team to provide outstanding, customer‑focused service during our core hours (8:30 AM–5:30 PM EST). Periodic office visits may be requested based on business needs.