Customer Service Representative (Remote)

Equitable • Charlotte, NC

9h • Remote

About The Position

Equitable is hiring a Customer Service Representative for its Service Center. The role handles incoming telephone inquiries from clients and financial professionals about insurance products, including products affected by financial markets. Representatives learn and perform multiple processes, procedures, and services, seeking Floor Support when assistance is needed. They use multiple administrative systems and online tools to perform basic calculations.

The representative answers an average of 45–55 inbound calls per day, ranging from straightforward requests to complex, market-sensitive inquiries. The role requires adherence to department standards for attendance, quality, productivity, availability, after-call work, and schedule adherence, as well as successful completion of customer service training and ongoing training on policies, products, and procedures.

The position has variable shifts Monday through Thursday between 8:30 AM and 7:00 PM, and Friday between 8:30 AM and 5:30 PM. The schedule is determined periodically and may fluctuate daily within operating hours. The position is remote, though periodic office visits may be requested based on business needs. The base salary is $45,760; compensation may also include salary increases, spot bonuses, and short-term incentive opportunities, subject to eligibility. Eligible employees may receive medical, dental, vision, 401(k), and paid time off benefits.

Requirements

• High school diploma.
• At least 1 year of customer service experience with superior customer service skills.
• Ability to multitask and navigate multiple administrative systems, including Windows, product-specific legacy and updated systems, internet/intranet, and image and workflow systems.
• Ability to manage heavy call volume and the sedentary nature of the job; sit at a workstation while on the telephone for 90% of the working day.
• Reliable attendance and punctuality.

Nice To Haves

• College degree.
• Knowledge of death claim, retirement, and life insurance products, with an understanding of financial markets.
• Ability to work independently and collaboratively in a highly structured environment.
• Ability to research and effectively use available knowledge and product resources.
• Excellent interpersonal and communication skills, including the ability to provide clear, understandable responses to customer inquiries by phone using research and analytical skills.
• Ability to learn and retain substantial detailed information within a short period.
• Established work ethic, commitment, dedication, and engagement.
• Professional, inclusive, and collaborative work style.
• Strong quality and service focus, productivity, and performance orientation.
• Flexibility and adaptability, including the ability to respond positively to change.
• Skills in communicating complex concepts, knowledge of product lines, listening, managing multiple priorities, problem solving, and telephone-based customer service.

Responsibilities

• Answer an average of 45–55 inbound calls per day from clients and financial professionals, handling requests ranging from simple inquiries to complex, market-sensitive issues.
• Deliver customer service while meeting department goals for attendance, quality, productivity, availability, after-call work, and schedule adherence.
• Complete customer service training and ongoing training to remain current on operational policies, products, and procedures.
• Navigate multiple administrative systems and use online tools to perform basic calculations.
• Collaborate with Floor Support when assistance is needed.

Benefits

• Medical benefits for eligible employees.
• Dental benefits for eligible employees.
• Vision benefits for eligible employees.
• 401(k) plan for eligible employees.
• Paid time off for eligible employees.
• Performance-based base salary increases, spot bonuses, and short-term incentive compensation opportunities, depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED