Key skills
Customer Service ExperienceLife Insurance ProductsDeath Claim RetirementFinancial Market KnowledgeTelephone-Based Customer ServicingUse of Windows Operating SystemUse of Administrative SystemsBasic CalculationsResearch SkillsCustomer ServiceMultitaskingListeningCommunication
About this role
Equitable is a company dedicated to helping clients secure their financial well-being. The Customer Service Representative (CSR) position involves handling various types of incoming inquiries regarding insurance products and delivering exceptional customer service while adhering to departmental goals.
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 strong 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
- 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
- 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 90% of the working day
- Reliable; ability to meet attendance and punctuality standards