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Equitable Customer Service Representative in Charlotte, North Carolina

Customer Service Representative ( 210000DT )

Primary Location : UNITED STATES-NC-Charlotte

Organization : Equitable

Schedule : Full-time


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 Customer Service Representative (CSR) position handles various types of incoming inquiries, via telephone from clients, regarding traditional/term life insurance products as well as variable life insurance 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 individual 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.

Responsibilities include, but not limited to:

  • The CSR will be responsible for answering an average of 45-55 inbound calls per day, ranging from simple requests to market sensitive complex inquiries from Clients and Financial Professionals.

  • Successful candidate will deliver exceptional customer service while adhering to Attendance guidelines, Quality, Productivity, Availability, ACW, and Adherence goals established by the department.

  • The position requires active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures.

  • 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.


Minimum Qualifications:

  • High school diploma.

  • 1 years of experience in a customer service, call center environment.

Preferred Qualifications:

  • Associate's degree preferred.

  • A strong commitment to our customers. Prior customer service experience with superior customer service skills. Knowledge in life insurance with an understanding of the financial market is a plus.

  • 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.

  • Proven 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 and sedentary nature of job. Required to sit at a workstation while on the telephone for 80% - 85% of the working day.

  • Reliable; ability to meet attendance and punctuality standards.

About Equitable

We have been providing stability and reliability to our clients since 1859 to help them live their lives with confidence, to give them peace of mind, and enable them to realize their dreams for their loved ones and their legacy.

As an employer, Equitable is committed to creating an environment where everyone feels completely comfortable bringing their true selves to work every day. Equitable has been recognized and certified as a great place to work by the Great Place to Work Institute.

We provide our employees opportunities to move within our organization so they can grow their career and skills without ever having to leave Equitable. Almost 40% of our open jobs are filled with current employees.

In addition to competitive compensation and an outstanding benefits package including 401(k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.

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.

Req ID: 210000DT