Customer Service Representative (REMOTE)

Equitable•Charlotte, NC

10d•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. What You'll Be Doing: 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. Work Hours: Shifts can vary Monday through Thursday between 8:30 AM – 7 PM and Friday 8:30 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. Periodic office visits may be requested based on business needs. The base salary for this position is $45,760. In addition to base pay, 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. For detailed descriptions of these benefits, please reference the link below. Equitable Pay and Benefits: Equitable Total Rewards Program

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
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.
Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.
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.

Nice To Haves

College degree
A strong commitment to our customers. Prior customer service experience with superior customer service skills.
Knowledge of Death Claim Retirement and Life Insurance products 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.