Customer Service Representative (REMOTE)

Equitable

8d • 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.
Our Service Center is currently seeking talented individuals to join our team. The Customer Service Representative (CSR) position handles various types of incoming inquiries, via telephone from clients, regarding insurance products including products impacted by the financial markets. CSRs will be expected to learn and execute multiple processes/procedures and services, with collaboration from Floor Support when assistance is needed. Qualified individual must have the ability to multi-task and be able to navigate multiple administrative systems, including but not limited to; Windows, product specific legacy/updating systems, internet/intranet, image and workflow system, etc., and perform basic calculations using on-line tools.

Requirements

• High School Diploma
• 1+ years of customer service experience with superior customer service skills
• 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
• Flexible/Adaptable – ability to work effectively in a variety of situations and respond to change in a positive manner
• Successfully manage a heavy call volume and sedentary nature of job. Required to sit at a workstation while on the telephone for 90%25of the working day
• Reliable; ability to meet attendance and punctuality standards
• 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.
• Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.
• Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
• 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.
• 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.
• Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

Nice To Haves

• College degree
• A strong commitment to our customers. Prior customer service experience with superior customer service skills.
• Knowledge in insurance with an understanding of the financial market.

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.

Benefits

• Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities.
• Eligibility for these programs depends on level and functional area of responsibility.
• For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees