Escalation Analyst (Hybrid - Remote Possible)

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?

This position is being considered for the following locations: Syracuse, NY/ Charlotte, NC/ Or Remote

• Escalation Management: Handle complex and escalated customer issues. Ensure swift and effective problem resolution by investigating, analyzing, and finding appropriate solutions.
• Cross-Functional Collaboration: Collaborate closely with various departments across Employee Benefits to identify root causes of escalated issues and implement proactive measures to prevent future escalations.
• Quality Assurance: Regularly review case outcomes to ensure accuracy, thoroughness, and compliance with established procedures.
• Continuous Improvement: Identify opportunities to streamline processes and enhance client experience.
• Workflow Management: Design and develop a workflow management system both short -term (non-CRM) and long-term (within the CRM) to manage the workflow of escalation inventory.
• Reporting and Analysis: Generate and present regular reports to the Team lead outlining escalation trends, outcomes, and recommendations for improvement. Utilize data-driven insights to make informed decisions and drive impactful changes.
• Stakeholder Communication: Act as a primary point of contact for Distribution and Customer Service when addressing client escalations. Provide clear and concise communication regarding the status and resolution of complex issues.

The base salary range for this position is $54,000-$75,000. 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

LI-FLEXIBLE

LI-ANCHOR

Qualifications

Required Qualifications

• 3+ years of experience in problem resolution or customer service.
• Experience in Employee Benefits including familiarity with products and processes.
• Excellent problem-solving skills
• Exceptional communication and interpersonal skills
• Strong analytical mindset, comfortable working with data and metrics to drive decisions.
• Ability to adapt quickly to evolving business needs and manage multiple priorities simultaneously.
• Demonstrated experience in dealing with customer escalations.
• A passion for delivering exceptional customer experiences and driving customer-centric initiatives.

Preferred Qualifications

• Bachelors degree

Data Gathering and Reporting: Knowledge of tools, techniques and processes for gathering and reporting data; ability to practice them in a particular department or division of a company.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Internal Controls: Knowledge of concept, methods, and processes of internal control; ability to create, implement, evaluate and enhance processes in internal controls.

Knowledge of Organization: Knowledge of the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to understand the value of aligning capabilities with business goals to support optimal performance.

Process Mapping/Flowcharting: Knowledge of the concepts of process mapping; ability to carry out the documentation of current and proposed manufacturing processes to identify and make improvements.

Diversity, Equity and Inclusion: Demonstrates a commitment to Diversity, Equity and Inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating for change.

ABOUT EQUITABLE

At Equitable, we're a team of over ten thousand strong; 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.

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.