Customer Service Representative (REMOTE)

About the Role

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.

Equitable is looking for a Customer Service Representative (CSR) to join our Individual Retirement team. As a CSR, you will be the front line of support for our clients, delivering timely, accurate, and high-quality service for a range of insurance products-including those influenced by financial market performance. In this dynamic role, you'll handle a variety of inbound phone inquiries, guide customers through complex processes, and collaborate closely with Floor Support when needed. Success in this position requires strong multitasking skills, confidence navigating multiple systems, and the ability to quickly learn and apply a variety of procedures-all while providing a seamless and positive customer experience.

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.

Shifts can vary Monday through Thursday between 8:15 AM - 7 PM and Friday 8:15 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 (8:30 AM-5:30 PM EST). Periodic office visits may be requested based on business needs.

The base salary for this position is $45,760. 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

What You Will Bring

Required Qualifications:

• High School Diploma

• 1 years of customer service experience with a proven ability to deliver high-quality service, effectively resolve customer inquiries, and create positive interactions through strong communication, active listening, and problem-solving skills

• Flexible/Adaptable - ability to work effectively in a variety of situations and respond to change in a positive manner

Preferred Qualifications:

• College degree

• A strong commitment to our customers. Prior customer service experience with superior customer service skills.

• Knowledge of insurance 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

• 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

• Comfortable managing a high volume of calls in a fast-paced environment, with the ability to stay focused and energized while working at a workstation (90% of the day) and supporting customers by phone

• Exhibits a high level of dependability, with consistent adherence to attendance policies and punctuality standards

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.

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.

About Equitable

At Equitable, we're a team committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.

We turn challenges into opportunities by thinking, working, and leading differently - where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.

We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.

We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose. Click Careers at Equitable to learn more .

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Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

NOTE: Equitable participates in the E-Verify program.

If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com .