About the Role
Title:Individual Retirement Premier Customer Service Representative (240000BA)
Location: NC-Charlotte
Primary Location
: UNITED STATES-NC-Charlotte
Other Locations
: UNITED STATES-Remote
Organization
: Equitable
Schedule
: Full-time
Job Description:
At Equitable, our power is in our people.
We’re individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you’ll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?
Our Service Center is currently seeking talented individuals to join our team.
The Contact Center is open from 8:30AM-7PM Monday-Thursday, 8:30AM-5:30PM Friday. Work schedule will be determined periodically and may fluctuate daily within the hours of operation.
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 individuals 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. 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. This role will require an advanced understanding on all individual retirement products offered by Equitable.
Responsibilities include but not limited to:
- 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
- Professionally handle incoming calls with superior quality, and in a timely and accurate manner
- Handle each case from start to finish with exceptional quality
- Handle complex cases with strong decision making skills
- Follow all FINRA guidelines regarding transactional processing, call handling and record keeping
- This role will serve as a one-stop-shop for top producing Equitable and 3rd party financial professionals
The base salary range for this position is $39,000-$54,000. 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
Qualifications
Required Qualifications:
- High school diploma or equivalent
- 1+ years of professional call center and/or customer service experience
- 1+ years of experience and knowledge of product features
Preferred Qualifications:
- Series 6
- Decision making & problem solving skills
- Ability to handle all inquiries with tact and poise, while conveying a sense of understanding and urgency
- Proven ability to work autonomously, while being a part of a cohesive team
Skills
- 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.
- Diversity, Equity and Inclusion: Demonstrates a commitment to Diversity, Equity and Inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating for change.