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