Customer Service Representative (Remote)

Equitable is seeking a Customer Service Representative to handle inbound client and financial professional inquiries about insurance products, including products affected by financial markets. The role focuses on delivering customer service by phone, meeting department performance goals, and completing training on operational policies, products, and procedures.

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

Requirements:

• High School Diploma
• 1+ years of customer service experience with superior customer service skills
• College degree
• A demonstrated 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
• 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
• Established 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
• Reliable; ability to meet attendance and punctuality standards
• 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 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 customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone