Institutional Product Support Associate (HYBRID)

Equitable•Charlotte, NC

8h•$55,000 - $65,000•Hybrid

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. The Institutional Business and New Ventures team is currently seeking a curious and driven individual to join our team. The Institutional Product Support Associate will handle various types of telephone inquiries from retirement plan participants regarding their guaranteed retirement income product (annuity). Hybrid - This position offers a hybrid work schedule, with an on–site presence of 2–3 days per week from our Charlotte office combining flexibility with team collaboration. The base salary range for this position is $55,000 - $65,000. Actual base salaries vary based on skills, experience, and geographical location. 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

College degree or equivalent experience
One year of customer service experience; call center experienced preferred
Experience working in financial service preferred
Excellent verbal and written communication skills
Series 6, Series 63 and life licenses preferred
Strong multitasking abilities and eagerness to learn and accept enhanced responsibilities as part of a growing business
Ability to handle all inquiries with tact, professionalism, and a sense of understanding and urgency
Strong decision-making and problem-solving skills
Available to work in-person from Equitable’s Charlotte office
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 the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.
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 the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions.
Knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion.
Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

Nice To Haves

Series 6, Series 63 and life licenses preferred
Experience working in financial service preferred
call center experienced preferred

Responsibilities

Professionally handle inbound calls from retirement plan participants, addressing questions related to product features, and account actions
Provide clear, accurate education on product features and next steps, supporting both simple and complex inquiries
Accurately document caller details and conduct follow-ups when necessary to ensure a seamless participant experience
Champion client experience and participant utilization initiatives by actively capturing the customer feedback and channeling those insights into meaningful process enhancements
Active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures
Deliver exceptional customer service while meeting key performance indicators including but not limited to quality, accuracy, productivity and schedule adherence
Maintain up-to-date knowledge of products, procedures, and administrative systems
Identify trends, issues, and opportunities for process improvement through call insights
Support reporting and broader activities to deliver operational excellence
Offer thoughtful recommendations to improve process, paperwork, and participant experience
Participate in training, special projects, and cross functional collaboration as assigned